Telephone Operator -DoubleTree by Hilton Resort & Spa Marjan Island

Role Overview

Telephone Operator at DoubleTree by Hilton Resort & Spa Marjan Island, Hilton. The role is based at the property.

Role Purpose

Process all incoming and outgoing calls accurately and courteously, serving as a key point of contact for guests and internal staff while maintaining exceptional hospitality standards and supporting daily hotel operations.

Key Responsibilities

Call Management

• Handle all incoming and outgoing calls accurately, courteously, and efficiently.
• Process wake-up calls, guest paging, and staff paging requests.
• Manage international calls and directory assistance inquiries.

Guest Service

• Respond promptly to guest enquiries and requests.
• Maintain guest privacy at all times.
• Resolve complaints professionally.
• Promote hotel services and facilities to enhance the guest experience.

Hotel Information

• Provide accurate information on hotel facilities and local services.
• Assist with meeting room reservations and business center services.

Administrative Support

• Maintain accurate records of calls and interactions.
• Ensure hotel information and directories remain current.

Safety and Compliance

• Comply with Hilton policies and health and safety standards.
• Follow fire and emergency procedures.
• Maintain awareness of hotel safety systems.
• Report hazards, security incidents, accidents, and unsafe conditions promptly.

Qualifications & Experience

• Previous experience in a hotel, customer service, call center, or front office role, preferably within the hospitality industry.

Skills & Competencies

• Excellent verbal communication and telephone etiquette.
• Strong commitment to delivering exceptional guest service.
• Proficient in Microsoft Office.
• Proficient in hotel property management systems or telephone systems.

Additional Information

• Flexible to work rotating shifts, including nights, weekends, and public holidays.