Butler Service Desk Supervisor – Telephone Operations

About the role

The Butler Service Desk Supervisor ensures seamless telephone support for guests at St. Regis Palm Jumeirah. You will lead a team of operators, handle guest inquiries, and maintain high service standards across all call‑center activities.

Key responsibilities

• Answer, record, and process all guest calls, requests, and concerns, routing them to the appropriate department.
• Monitor busy or unanswered lines, update callers on hold, and take detailed messages.
• Operate the telephone switchboard, activate/deactivate guest room message lights, and manage billing adjustments.
• Transfer internet‑access issues to the service provider and assist callers with credit‑card, long‑distance, and overseas calls.
• Log guest requests, incidents, and comment cards in the computer system for tracking and documentation.
• Provide guests with directions, property information, and assistance for individuals with disabilities.
• Support management in training, scheduling, evaluating, motivating, and coaching staff members.
• Ensure compliance with company policies, report safety incidents, and maintain a professional appearance.

Required profile

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience in a hospitality or call‑center environment.
• Minimum 1 year of supervisory experience.