وصف الوظيفة
Role Overview
Telephone Operator at Hilton. This role is based at a Hilton hotel property and focuses on delivering exceptional hospitality through guest-facing telephone support.
Role Purpose
You will answer and manage guest phone calls, respond to inquiries, and provide information about hotel services and amenities. You are responsible for spreading the light and warmth of hospitality by delivering memorable experiences that make every guest's stay exceptional.
Key Responsibilities
Guest Call Handling
- Answer and manage guest calls with professionalism and courtesy.
- Provide hotel and local information efficiently.
- Handle guest requests in a timely manner.
Service & Communication
- Respond to inquiries with professionalism and courtesy, ensuring a positive guest experience.
- Communicate clearly and resolve concerns promptly.
Coordination & Follow-Up
- Relay guest requests to relevant departments.
- Ensure timely follow-up on all requests.
- Support internal communication across hotel teams.
Issue Resolution
- Address guest complaints with discretion and a proactive approach.
- Resolve guest issues efficiently.
- Prevent service disruptions proactively.
Documentation
- Maintain accurate logs of guest interactions.
- Update guest profiles for future personalization.
Qualifications & Experience
- Previous experience in guest service, front office, or call center roles within hospitality.
- Capable of managing high call volumes and multiple requests efficiently.
Skills & Competencies
- Excellent verbal and interpersonal skills.
- Skilled in resolving guest issues with discretion and a proactive approach.
- Familiarity with hotel PMS and service protocols is preferred.
- Fluent in English; additional languages are a plus.
Additional Information
- Available to work varied shifts, including nights, weekends, and holidays.
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