A Telephone Operator accepts, delivers and responds to Guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer.

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What will I be doing?

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As a Telephone Operator, you will accept, deliver and respond to Guest and management messages, enquiries and emergencies using their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer. A Telephone Operator contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

\n\nAchieve positive outcomes from Guest queries in a timely and efficient manner\nAccept and deliver all messages correctly and promptly for both Guests and management\nEnsure all wake up calls take place at the correct time\nDemonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings when the appropriate\nHandle emergency calls immediately and relay comprehensive and accurate information, as required\nDemonstrate a high level of customer service at all times\nComply with hotel security, fire regulations and all health and safety legislation\nAttend appropriate training courses, when required\nDemonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity\nFollow company brand standards\nAssist other departments, as necessary\n

What are we looking for?

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Telephone Operators serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

\n\nPositive attitude and good communication skills, especially on the telephone\nCommitment to delivering a high level of customer service\nAbility to work on your own and as part of a team\nCompetent level of IT proficiency\n\n

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

\n\nPrevious experience in a customer-focused industry\n\n

What will it be like to work for Hilton?

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Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!

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