Telephone Operator

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.

What will I be doing?

As a Telephone Operator, you will accept, deliver and respond to Guest and management messages, enquiries and emergencies using your 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:

• Demonstrate a high level of customer service at all times
• Demonstrate knowledge of all hotel facilities and services and use up-selling techniques to promote these offerings when appropriate
• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Transfer phone calls correctly and promptly for both guests and management
• Process guest IDs and passports as per the requirement of local regulations
• Use various systems to check guest data, assign tasks to other departments and to record guest comments
• Handle emergency calls immediately and relay comprehensive and accurate information, as required
• Comply with hotel security, fire regulations and all health and safety legislation
• Attend appropriate training courses, when required
• Demonstrate knowledge of all hotel services, local attractions and landmarks in the hotel vicinity
• Follow company brand standards
• Assist other sections within Front Office and other departments, as necessary

Desired Candidate Profile

What are we looking for?

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

• Positive attitude and good communication skills, especially on the telephone
• Commitment to delivering a high level of customer service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

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

• Previous experience in a customer-focused industry

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• Chefs
• F&B
• Front Desk

Keywords

• Telephone Operator