Telephone Operator

Job description

A Telephone Operator accepts, delivers and responds to Guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer.

What will I be doing?

As a Telephone Operator, you will accept, deliver and respond to Guest and management messages, enquiries and emergencies using their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer. A Telephone Operator contributes to the first impressions of our Guests and, therefore, must perform 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 take place at the correct time
·  Demonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings when the appropriate
·  Handle emergency calls immediately and relay comprehensive and accurate information, as required
·  Demonstrate a high level of customer service at all times
·  Comply with hotel security, fire regulations and all health and safety legislation
·  Attend appropriate training courses, when required
·  Demonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity
·  Follow company brand standards
·  Assist other departments, as necessary

What are we looking for?

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’s in it for me?

·  Career and development opportunities in Hilton Hotels Worldwide
·  Competitive Salary & Wages
·  Private Health Insurance
·  “Go Hilton” - discounted room rates in Hilton Hotels Worldwide for yourself and your family members & friends
·  Complimentary Dry Cleaning for Business Attire
·  Monthly Transportation Fee
·  50% discount on personal food & beverage consumption in the sister hotels. 
·  Extended nursing hours of 1,5 hours until the baby reaches to 18 months (for newly born mothers)
·  14 days paid paternity leave
·  Opportunity to make a positive impact on environment and community with Travel with Purpose program

Specifically, we look for demonstration of these Hilton Values:

·  Hospitality  - We're passionate about delivering exceptional guest experiences.
·  Integrity  - We do the right thing, all the time.
·  Leadership  - We're leaders in our industry and in our communities.
·  Teamwork  - We're team players in everything we do.
·  Ownership  - We're the owners of our actions and decisions.
·  Now  - We operate with a sense of urgency and discipline

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!