Communications Supervisor

  • Full Time
  • Bahrain

Marriott International

About the Communications Supervisor Job

Job Number 24053593

Job Category Rooms & Guest Services Operations

Location The Ritz-Carlton Bahrain, Building 173, Road 2803, Manama, Bahrain, Bahrain VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

Communications Supervisor Position Summary

Oversee the operation of telephone switchboard station. Run/review daily reports (arrivals, departures, contingency lists, shift logs, work orders). Process all room/call/phone/internet related guest requests. Receive, record, and relay messages. Update and distribute property telephone directories to staff. Supply guests with directions and information regarding property and local areas of interest. Follow up to ensure requests have been met. Arrange transportation for guests/visitors. Address needs of VIPs. Dispatch bell staff or valet staff as needed. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in scheduling, evaluating, and motivating employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify and recommend new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Read and visually verify information in a variety of formats. Enter and locate information using computers and/or POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Guest Relations

  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
  • Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Address guests’ service needs in a professional, positive, and timely manner.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
  • Talk with and listen to other employees to effectively exchange information.
  • Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
  • Provide assistance to coworkers, ensuring they understand their tasks.

Assists Management

  • Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
  • Serve as hourly employees’ first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
  • Coordinate tasks and work with other departments to ensure that the department runs efficiently.
  • Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
  • Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
  • Listen to hourly employees’ suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
  • Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
  • Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
  • Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
  • Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
  • Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
  • Assist management in preparing work schedules of hourly employees.
  • Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory)

Working with Others

  • Develop and maintain positive and productive working relationships with other employees and departments.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
  • Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

  • Monitor the performance of others to ensure adherence to quality expectations and standards.
  • Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
  • Develop and implement quality improvement or corrective action plans.
  • Comply with quality assurance expectations and standards.

Check-in/Check-out

  • Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

Communications

  • Operate telephone switchboard station in order to answer telephone calls.
  • Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
  • Transfer guests with internet access issues to the internet service provider’s customer support line.
  • Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
  • Update and distribute property telephone directories to property staff.
  • Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
  • Communicate guest and employee messages by printing messages and arranging for delivery of printed messages.

Reports/Recordkeeping

  • Print contingency lists to have a record of all guests in case of emergency.
  • Review shift logs/daily memo books and document pertinent information in logbooks.
  • Document maintenance needs on work orders and submit to manager/supervisor.
  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

Greet/Escort Guests

  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

Guest Services

  • Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Receive, record, and relay messages accurately, completely, and legibly.
  • Accept and record wake-up call requests and deliver to appropriate department.
  • Deliver wake-up calls for guests at requested time.
  • Answer, record, and process all guest calls, requests, questions, or concerns.
  • Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.

At Your Service/Delighted to Serve

  • Follow up with guest regarding satisfaction with guest-related issues.

VIP/Concierge Services

  • Respond to special requests from guests/residents with unique needs.
  • Call or assist VIPs on their first day to ensure all their requests and needs are met, as well as ask their preferences for time of requested service(s).
  • Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.

Parking

  • Dispatch bell staff or valet staff as needed.

Maintenance/Security

  • Notify Loss Prevention/Security of any guest reports of theft.

Preferred Qualifications

Education: Bachelor’s degree from accredited university or college.

Related Work Experience: At least 2 years of related work experience.

Supervisory Experience: Less than 1-year supervisory experience.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

To apply for this job please visit ejwl.fa.us2.oraclecloud.com.

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