Personal Assistant Supervisor; Front Office | Waldorf Astoria Palm Jumeirah

Personal Assistant Supervisor (Front Office) | Waldorf Astoria Dubai Palm Jumeirah

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

• 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.

• 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 within the Communications or Guest Service department.
• Proven experience in managing and training a team of Telephone Operators or Call Center Agents in a high‑end hospitality setting.
• 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.
• In‑depth knowledge of hotel operations, emergency procedures, and communication protocols.
• 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.

• Previous experience as a Personal Assistant Supervisor or Telephone Operator Supervisor in a 5‑star luxury hotel.
• Proficiency in additional…