A Personal Assistant (Telephone Operator) with Waldorf Astoria Hotels and Resorts is responsible for delivering prompt, professional, and personalized service by handling guest and management calls, messages, and inquiries with discretion and efficiency. The role contributes to creating a seamless first impression, ensuring every interaction reflects the hotel’s commitment to excellence and luxury service.

What will I be doing

As a Personal Assistant (Telephone Operator), you will accept, deliver, and respond to guest and management messages, inquiries, and emergencies using your knowledge of the hotel facilities, services, and the local vicinity to respond quickly and effectively. You will play a key role in guest communications, ensuring their needs are met and their expectations exceeded. Specifically, you will be responsible for performing the following tasks to the highest standards:

Achieve positive outcomes from guest queries in a timely and efficient manner.Accept and deliver all messages correctly and promptly for both guests and management.Ensure all wake-up calls are scheduled and delivered accurately and on time.Demonstrate knowledge of all hotel facilities, services, and dining options, and use up-selling techniques to promote these offerings where appropriate.Handle emergency calls immediately and relay comprehensive and accurate information as required.Ensure all guest information and requests are handled discreetly and with the highest level of confidentiality.Provide detailed and accurate information during shift handovers to guarantee service continuity.Demonstrate a consistently high level of customer service, maintaining a courteous and professional telephone manner at all times.Comply with hotel security, fire regulations, and all health and safety legislation.Participate in training sessions to enhance communication skills, product knowledge, and customer service techniques.Demonstrate in-depth knowledge of local attractions, cultural highlights, landmarks, and services in the hotel’s vicinity.Ensure compliance with Waldorf Astoria brand standards in all communications.Support other departments as necessary to maintain seamless guest service.

What are we looking for

A Personal Assistant (Telephone Operator) serving Waldorf Astoria Hotels & Resorts is 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:

Minimum 2–3 years of experience in a luxury hotel or premium customer service environment.
Previous experience as a telephone operator, call center agent, or in guest-facing roles within hospitality.Commitment to delivering prompt, professional, and discreet service at all times.Positive attitude, polished telephone etiquette, and excellent communication skills.Strong organizational skills with the ability to multitask and prioritize effectively.Ability to handle emergencies and sensitive information with composure, accuracy, and confidentiality.Flexibility to adapt to a variety of different work situations and guest requests.Ability to work independently and collaboratively as part of a team.Impeccable grooming standards reflecting the luxury brand image.In-depth knowledge of the hotel’s services, facilities, and local area attractions.Keen attention to detail with a focus on accuracy when handling guest messages and wake-up calls.Flexibility to work a variety of shifts, including weekends, early mornings, late evenings, and public holidays.
 

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

Previous experience as a telephone operator in a 5-star luxury hotel.Proficiency in hotel systems such as Opera PMS and multi-line telephone switchboards.Fluency in additional languages (verbal and written), such as Russian, German, or Arabic.

What will it be like to work for Hilton

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!