A Telephone Operator provides professional telephone and communication services to Guests to contribute to an overall exceptional experience throughout their stay.

What will I be doing?

As a Telephone Operator, you will be responsible for handling all incoming and outgoing calls in a courteous, efficient, and professional manner. You play a key role in creating a positive first impression and ensuring smooth communication between guests and hotel departments. Your responsibilities include:

Answer, screen, and direct all incoming calls promptly and accurately

Provide clear, helpful, and friendly assistance to Guest inquiries over the phone

Take and relay messages accurately to Guests and hotel departments

Handle wake-up calls and special call requests in a timely manner

Maintain a thorough knowledge of hotel services, room categories, facilities, and promotions in order to assist Guests effectively

Promote hotel services and facilities when appropriate

Ensure all calls are handled in accordance with company brand standards

Keep the Front Office Manager and relevant departments informed of Guest feedback, issues, or special requests

Handle emergency calls and follow hotel security, fire, and safety procedures

Maintain confidentiality and protect Guest information at all times

Use telephone systems and related equipment according to hotel policies

Attend training sessions and assist with team development when required

Provide support to Front Office and other departments as needed to ensure smooth operations

What are we looking for?

 

Telephone Operators serving Hilton brands are always working on behalf of our Guests and in collaboration with other Team Members. To successfully fill this role, you should demonstrate the following attitude, behaviours, skills, and values:

Previous experience in a customer-focused industry

Completed high school certificate or equivalent

Positive attitude with clear and professional communication skills

Commitment to delivering a high level of customer service

Excellent grooming and professional presentation standards

Ability to work independently and as part of a team

Competent level of IT and telephone system proficiency

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!