Telephone Operator
As a Telephone Operator you are expected to 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 you must perform the following tasks to the highest
standards:
* Achieve positive outcomes from Guest queries in a timely and efficient manner.
* Demonstrate a high level of customer service at all times.
* Attend appropriate training courses, when required.
* Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
* Follow company brand standards.
* Assist other departments, as necessary.
* Answer calls originating from external and internal sources.
* Direct caller to appropriate extension or room.
* Verify last name of guest for all room calls.
* Assist guests with directions or other required information.
* Direct hotel staff to assist guests, upon request.
* Communicate to callers in a clear and concise manner.
* Input/write messages using proper grammar and spelling.
* Verify names and telephone numbers.
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 computers-based PBX equipment.
What are we looking for?
Telephone Operators 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:
* Previous experience in a customer-focused industry
* Completed high school certificate or equivalent
* Good communication skills
* 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
* Additional language ability preferred.
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. 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!
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