A Telephone Operator answer hotel telephone and directs calls appropriate extension or room. Clearly communicate with guests regarding hotel information and emergencies. Contacts hotel executives and city services in cases of emergency.

What will I be doing?
 

As a Telephone operator, your role is essential to distribute and link information throughout the hotel, be it guest-related or internal.

·         Answers calls originating from external and internal sources.

·         Directs caller to appropriate extension or room. Verifies last name of guest for all room calls.

·         Assists guests with directions or other required information.

·         Open and close tickets as per guest or staff requests

·         Directs hotel staff to assist guests, upon request.

·         Communicates to callers in a clear and concise manner.

·         Inputs/writes messages using proper grammar and spelling.

·         Verifies names and telephone numbers.

·         Properly handles all incoming urgent matters or emergencies for the guests and hotel.

·         Works with hotel management and/or security in order to calmly direct appropriate action.

·         Appropriately documents all emergencies.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Supervisor based upon the particular requirements of the company:

·         Operate facsimile to send and receive transmissions for guests.

·         Notify guests of receipts using computer system.

·         Call for repair and technical support of all computer based equipment.

What are we looking for?

 

A Telephone operator, 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, 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

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!