Job Description

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world's largest manmade island and archipelago. This luxurious five-star hotel with 391 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.

The Position

Reporting directly to the Director of Front Office, we are looking for an Assistant Royal Service Manager to join our enthusiastic, energetic team. If you are looking for a growth opportunity in a fast-paced luxury city property, this is the job for you.

KEY ROLES & RESPONSIBILITIES

• Ensures that the Royal service team has an in depths knowledge of the telephone department and the equipment therein and knows how to use it correctly.
• Maintains a very high standard among the team with regards to courtesy, politeness and efficiency.
• Ensures that all the staffs having the complete knowledge of emergency procedures and know what to do.
• Takes care of the job training in the department.
• Ensures that each member of the team knows the hotel, its facilities, the department and section heads, the responsibilities of each department, the office extension numbers and its respective operation hours.
• Plans the duty roster for the staff.
• Works together with the Accounts Department for the checking of the telephone bills.
• Stays informed about all events taking place in the hotel and passes it on to the team.
• Handles the administrative work of the department.
• Ensures that all requests for wake-up calls are fulfilled at the time requested.
• Makes sure that telephone charges for operator assisted, collect calls, etc. are promptly and correctly posted
• In cooperation with the Director of Rooms or FOM, he/she prepares the budget for the department.
• Ensures that the facilities of the department are always in excellent working order, neat and clean and that unauthorized persons do not enter the telephone room.
• Checks the log printers at regular intervals to ensure that the interface system is in working order.
• Is totally familiar with the Telephone back-up procedures in the event that any equipment malfunctions in the Telephone Department.
• Ensures that Telephone Book function in Opera is maintained with the latest telephone information and charge structure.
• Identifies staff training requirements and service improvements areas.
• Ensure all the Phone sets in the guest rooms are in the well-functioning status by the regular checking frequency.
• Ensure all the Reports and Checklists are used and followed by the standard required and bring the issue what he/she observing to FOM/DOR's attention.

Human Resources and Training

• Works with Front Office Manager/Director of Rooms and Human Resource Manager to ensure productive staff performance. Duties include:

• Planning for future staffing needs and recruiting in line with company guidelines
• Prepares and administers detailed induction program for new staff
• Maintains a comprehensive, current and guest focused set of departmental standards and procedures and implements them through thorough on-the-job training
• Ensures training needs analysis of departmental staff is carried out and training programs are designed and implemented to meet those needs
• Conducts probation and formal performance appraisal discussions; coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

Occupational Health and Safety Responsibilities

• Adheres to OH&S policies and procedures and ensures direct reports do the same
• Log security incidents and accidents in accordance with hotel requirements

PERSONAL ATTRIBUTES

• Good English language verbal communication skills

• Strong leadership and teamwork skills
• Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
• Ability to promote positive relations with hotel residents and patrons
• Ability to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment
• Ability to work with constant interruptions with a high degree of professionalism
• Ability to prioritize and organize work assignments; delegate work
• Ability to direct performance of staff and follow up with corrections where needed

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum two years' experience as a telephone operator manager or in a related position