Service Desk Supervisor – Guest Telephone Operations

About the role

The Butler Service Desk Supervisor oversees the telephone operator team at St. Regis Dubai, ensuring all guest calls, requests and concerns are handled promptly and professionally. This role combines front‑line guest service with supervisory responsibilities to maintain high service standards.

Key responsibilities

• Answer, record and process guest calls, requests, questions and concerns, routing them to the appropriate department.
• Operate the telephone switchboard, monitor busy or unanswered lines, and manage message lights in guest rooms.
• Log guest requests, incidents and adjustments into the computer system for tracking and documentation.
• Assist callers with various telephone services including credit‑card, long‑distance and internet access issues.
• Train, schedule, evaluate, motivate and coach telephone operators, serving as a department role model.
• Ensure compliance with company policies, maintain uniform standards and protect confidential information.

Required profile

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience in guest services or call handling.
• Minimum 1 year of supervisory experience.