Telephone Supervisor Jobs at Hilton Hotels, Manama - Bahrain

Hilton Worldwide, a leading global hospitality brand, is inviting applications for the position of Telephone Supervisor at its hotel in the Bahraini capital, Manama. This role presents an exceptional opportunity to join a prestigious brand and contribute to delivering the legendary service standard Hilton is known for to all guests.

Job Description and Key Responsibilities

The Telephone Supervisor will be the cornerstone of the hotel's communications hub, the main switchboard for all internal and external communications. Key responsibilities will include:

• Supervision & Operation: Oversee the smooth daily operation of the hotel's telephone switchboard (PBX), ensuring all calls are answered efficiently and with the highest professionalism.
• Team Leadership: Direct, train, and evaluate the performance of the communications department staff (operators), ensuring their adherence to high service standards and established policies.
• Guest Service: Receive and transfer incoming calls from guests and visitors, providing accurate information regarding hotel facilities, services, general inquiries, and handling specific service requests.
• Quality Assurance: Monitor the quality of telephone service and ensure the implementation of approved communication protocols, including a friendly tone of voice and clarity in relaying information.
• Internal Coordination: Act as a vital link between various hotel departments (Front Desk, Housekeeping, Restaurants, Maintenance) by effectively coordinating and transferring internal calls and messages.
• Request Management: Log, document, and direct special service requests and inquiries to the concerned department and follow up to ensure guest satisfaction.
• Handling Special Cases: Handle urgent calls or guest complaints with composure and efficiency, taking appropriate action as per established procedures.
• Administrative Duties: Assist in preparing staff schedules, managing department supplies, and preparing reports on communication activity as required.

Required Qualifications and Skills

To be a successful candidate for this role, you should meet the following criteria:

• Experience: Proven previous experience of at least 2-3 years in a similar position (Telephone Supervisor or Chief Operator) within a hotel environment or a customer service call center. Preference will be given to those with experience in 5-star hotels.
• Technical Skills: Proficiency in using hotel telephone switchboard systems (such as Siemens Hipath or similar) and related Property Management Systems (PMS).
• Personal Skills:
  • Excellent verbal and written communication skills in both Arabic and English.
  • Leadership skills and the ability to motivate a team and work under pressure.
  • A clear, courteous telephone voice and a positive guest service attitude.
  • Attention to detail and the ability to multitask and manage priorities.
  • Good knowledge of Manama's geography and important landmarks is an added advantage.
• Education: A diploma or degree in Hospitality Management or a related field is preferred.

Benefits and Advantages

Joining the Hilton team in Manama means not just getting a job, but becoming part of a global hospitality family. Competitive benefits typically include:

• An inspiring, professional, and international work environment.
• Opportunities for career development and training within the global Hilton portfolio.
• A competitive benefits package in accordance with company policies.

How to Apply for the Position

Applications for the vacant position are submitted via specialized online platforms such as Naukrigulf. Please prepare an updated resume (CV) in English that highlights your relevant experience and skills for the advertised role. Ensure your contact information and details of previous experience are included accurately.

Tip: Tailor your resume to show how your qualifications match the requirements listed above, highlighting any past achievements in improving communication service quality or team leadership.

Has the application period closed? We advise you to follow the official website of Hilton hotels in Bahrain and their LinkedIn career pages to discover similar opportunities in the future.