Personal Assistant Supervisor (Front Office)

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.

Key Skills:

• Strong leadership and coaching skills with the ability to inspire, motivate, and develop team members.
• Excellent communication and interpersonal skills, demonstrating a warm, professional, and polished manner at all times.
• Exceptional telephone etiquette, active listening, and problem-resolution skills.
• Strong organizational and multitasking abilities to oversee shift operations, manage workload distribution, and ensure service consistency.
• Commitment to delivering discreet, accurate, and prompt service to both internal and external guests.
• Ability to handle guest and team concerns with patience, professionalism, and discretion.
• Technical proficiency in hotel systems such as Opera PMS, multi-line switchboards, and internal communication platforms.
• Keen attention to detail, ensuring all calls, messages, and wake-up requests are handled accurately and efficiently.
• Flexibility to work various shifts, including weekends, nights, and public holidays, as required by hotel operations.
• Impeccable grooming and personal presentation reflecting the hotel's luxury brand standards.