A PBX Supervisor is responsible for directing, supervising, and coordinating the activities in the Telecommunication department to achieve the highest possible guest satisfaction.
**What will I be doing?**
A PBX Supervisor is responsible for managing the activities in the telecommunication department and must perform the following tasks to the highest standards:
- Directs, supervises and coordinates the activities in Care Line and business center section
- Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
- Investigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions.
- Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions.
- Establishes and maintains effective employee relations.
- Organizes and conducts regular meeting for all Telecommunication staff to facilitate communication and a smooth operation.
- Manages and monitors the operation of all equipment, software, hardware and endure all units are working and installed properly.
- Ensures all telecommunication equipment are covered by the correct maintenance contract and the preventive maintenance is performed.
- Maintains up to date list of all telecommunication equipment.
- Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report PABX/Voice Mail/Call Accounting software
- Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager.
- Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards.
- Prepares and controls departmental budgeted.
- Performs related duties and special projects as assigned.
- Conducts shift briefings to ensure hotel activities and operational requirements are known.
- Prepares efficient work schedule for Telephone staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration.
- Performs other tasks as assigned.
- Monitor Business Center personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention.
- Manage and provide direction for day-to-day operation and administration of all components of Business Center.
- Set up guests' business appointments.
- Ensure stationery supplies are maintained to standard, ordering in advance when required.
- Manage the routine servicing of equipment.
- Organize and conduct regular meetings for all Business Center staff to facilitate communication and a smooth operation.
- Participate in broader Front Office meetings to keep abreast of issues in the department and inform your staff of same.
- Forecast future business trends on a monthly basis.
- Plan strategies to take full benefit of forecasted business trends.
- Analyze business centre's strengths, weaknesses and opportunities.
- Develop and implement action plans to improve strengths, overcome weaknesses and capture opportunities.
- Assist in planning and coordination activities to ensure that budgeted sales targets are met or exceeded.
- Complete regular market surveys of competitor's products.
- Prepares efficient work schedule for Business Centre staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
Human Resource and Training Responsibilities:
- Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive.
- Prepare induction programs for new employees and allocate sufficient time for their implementation.
- Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member.
- Provide input for probation and formal performance appraisal discussions in line with company guidelines.
- Ensure new staff attends Corporate Orientation within first month of hire.
- Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performanc
Financial Responsibilities:
- Works with superior in the preparation and management of the department's budget and is aware of financial targets.
- Recycles where-ever possible and enforces cost saving measures to staff
Occupational Health and Safety Responsibilities:
- Demonstrate Awareness of Occupational Health and Safety policies and procedures and ensure all procedures are conducted safely and within Occupational Health and Safety guidelines and ensure your direct reports do the same.
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and p