Personal Assistant Supervisor (Front Office)

A Personal Assistant Supervisor manages the Switchboard Department and ensures on-time and accurate handling of Guest and management messages, enquiries and emergencies. Specifically, you are responsible for performing the following tasks to the highest standards:

• Overseeing the performance of Personal Assistance team, ensuring they adhere to hotel standards, provide excellent customer service, and handle calls efficiently.
• Creating schedules for Personal Assistance team to ensure adequate coverage during peak times and adjusting staffing levels based on occupancy and call volume.
• Conducting training sessions for new Personal Assistance team and providing ongoing coaching to improve their skills in handling calls, using hotel systems, and delivering exceptional service.
• Monitoring calls for quality assurance purposes, providing feedback to Personal Assistance team, and implementing improvements to enhance guest satisfaction.
• Assisting with escalated guest concerns or complaints related to telephone services, resolving issues promptly, and ensuring guest satisfaction.
• To monitor the Kipsu application by actively engaging with guests to address promptly with their questions, requests or feedback.
• Overseeing the maintenance and proper functioning of telephone systems, including troubleshooting technical issues and coordinating repairs as needed.
• Liaising with other hotel departments such as front office and other Departments to ensure seamless communication and coordination.
• Generating daily reports on call volume, service levels, and any notable incidents or concerns, providing insights to management for decision-making purposes.
• Enforcing hotel policies and procedures related to Personal Assistance operations, ensuring compliance with privacy regulations and security protocols.
• Identifying opportunities for process improvements, implementing new technologies or practices to enhance efficiency and guest experience.
• Being prepared to handle emergency situations, such as medical emergencies or security incidents, by following established protocols and coordinating with appropriate personnel.
• Proactively reaching out to guests to confirm reservations, assist with inquiries, and offer personalized services to enhance their overall experience.
• Completing administrative duties such as updating phone directories, maintaining records, and managing inventory of supplies related to telephone operations.