Personal Assistant Supervisor

Job Overview

A Personal Assistant Supervisor with Waldorf Astoria Dubai Palm Jumeirah is responsible for managing the Personal Assistance section and ensures on-time and accurate handling of Guest and management messages, enquiries and emergencies.

Company Overview

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Quick Details

Salary Range: Market Competitive
Job Type: Full-time
Qualifications: Diploma / Higher Diploma
Experience: Entry level

Key Responsibilities

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.
Enforcing hotel policies and procedures related to Personal Assistance operations, ensuring compliance with privacy regulations and security protocols.

Requirements

Minimum 3–5 years of experience in a luxury hotel or premium customer service environment, including at least 1–2 years in a supervisory or team leader role.
Proven experience in managing and training a team of Telephone Operators or Call Center Agents in a high-end hospitality setting.
Excellent communication and interpersonal skills, demonstrating a warm, professional, and polished manner at all times.
In-depth knowledge of hotel operations, emergency procedures, and communication protocols.
Exceptional telephone etiquette, active listening, and problem-resolution skills.