Telephone Operations Management

• Lead and manage the Telephone Operators department to ensure smooth and professional communication services across the hotel.
• Ensure all incoming and outgoing calls are handled as per Sofitel luxury standards and within defined response timelines.
• Monitor call quality, etiquette, and accuracy of information provided by the team.
• Ensure wake-up calls, message handling, guest requests, and emergency communication procedures are executed accurately.
• Maintain updated knowledge of hotel services, promotions, VIP movements, events, and operational updates.
• Coordinate emergency communication procedures during incidents, system downtime, or crisis situations.
• Ensure all communication systems and telephony equipment are functioning effectively and coordinate maintenance when required.

Guest Services & Experience

• Ensure all guest interactions are handl...