Telephone Operator
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Key skills for this role
About the Role
Hilton is seeking a Telephone Operator to provide prompt, professional, and personalized assistance to guests. The role involves answering calls, directing inquiries, processing wake-up calls, and coordinating with hotel departments to enhance guest experience.
Key Skills for This Role
Responsibilities
- Answer and direct incoming calls promptly, professionally, and courteously.
- Provide accurate information about hotel facilities, services, promotions, and local attractions.
- Handle guest requests efficiently and coordinate with relevant departments.
- Process wake up calls and ensure they are delivered accurately and on time.
- Respond to emergency calls and follow hotel emergency procedures.
- Maintain clear and accurate records of guest requests, messages, and call activities.
- Promote hotel services and facilities to enhance guest experience.
- Handle guest concerns with empathy and professionalism, escalating issues when appropriate.
- Comply with Hilton brand standards, company policies, and data privacy requirements.
- Support the Front Office team with administrative tasks as needed.
Requirements
- Passion for hospitality
- Integrity and professionalism
- Teamwork orientation
- Sense of ownership and accountability
Full Job Posting
Job Description
- Hilton is seeking a Telephone Operator to provide prompt, professional, and personalized assistance to guests.
Responsibilities
- Answer and direct incoming calls promptly, professionally, and courteously.
- Provide accurate information about hotel facilities, services, promotions, and local attractions.
- Handle guest requests efficiently and coordinate with relevant departments to ensure timely follow up.
- Process wake up calls and ensure they are delivered accurately and on time.
- Respond to emergency calls and follow hotel emergency procedures when required.
- Maintain clear and accurate records of guest requests, messages, and call activities.
- Promote hotel services and facilities to enhance the guest experience.
- Ensure all interactions reflect Hilton's commitment to exceptional hospitality and guest satisfaction.
- Handle guest concerns with empathy and professionalism, escalating issues when appropriate.
- Comply with Hilton brand standards, company policies, and data privacy requirements.
- Support the Front Office team with administrative tasks as needed.
- Maintain a positive, professional, and collaborative approach with guests and team members at all times.
Qualifications
- A passion for spreading the light and warmth of Hospitality.
- Acting with Integrity and always doing the right thing.
- Inspiring others through Leadership.
- A belief that Teamwork drives the best outcomes.
- A sense of Ownership and accountability.
- A focus on the Now, bringing urgency and discipline to every moment.
About Us
- Hilton is a global leader in hospitality with an award winning workplace culture.
- Recognized on the World's Best Workplaces list by Great Place to Work and Fortune.
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