About Gewan Hotels & Resorts
Gewan is bringing next-gen luxury to Egypt’s North Coast in New Al Alamin. Our Telephone (PBX) team is the resort’s voice: handling every internal and external call, wake-up request, and urgent alert with speed and warmth. We’re hiring a Telephone Operator Supervisor to lead this 24 / 7 hub and keep our digital PBX / VoIP console running flawlessly.
Role Snapshot
- Lead the Desk. Run shift briefings, set service targets, coach operators.
- Own Call Quality. Ensure every call is answered within brand timing and with approved scripting; audit recordings and give feedback.
- Keep the Tech Healthy. Liaise with IT/Engineering on PBX, soft-console, and handset issues; log outages and follow up to closure.
- Safety First. Drill emergency scripts (fire, medical, security) and verify wake-up-call accuracy; be contact point for night-shift incidents.
- Data & Reports. Produce daily call stats, missed-call registers, guest-request closure rates, and hand-over notes for Front-Office leaders.
- Hands-On. Jump on console during peak bursts to maintain SLA, handle VIP requests, and demonstrate best practice.
Ideal Profile
- 2 + yrs senior PBX / call-center experience in a luxury hotel or large contact-center environment.
- Comfortable with modern IP-PBX / cloud-PBX systems (Mitel, Avaya, Cisco, 3CX, etc.) and Opera or similar PMS.
- Clear, confident phone manner; able to coach tone, pace, and upsell cues.
- Knows call-routing logic, voicemail, wake-up modules, and basic telecom troubleshooting.
- Steady in emergencies; understands hotel security protocols and data-privacy rules.
- Flexible for rotating shifts, nights, weekends, public holidays.
