Telephone Operator

Telephone Operator
A TelephoneOperatoranswer 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?
* 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.
* 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 PBX equipment.
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:
* Previous experience in a customer-focused industry
* Positive attitude and good communication skills
* Commitment to delivering a high level of customer service
* Excellent grooming standards
* Calm, efficient, and organized with great attention to detail
* Ability to multi-task while maintaining a positive attitude when working with a Guest
* Professional manner with an emphasis on hospitality and guest service
* Ability to work on your own and as part of a team
* Competent level of IT proficiency
The individual must possess the following knowledge, skills and abilities and
be able to explain and demonstrate that he or she can perform the essential
functions of the job, with or without reasonable accommodation, using some
other combination of skills and abilities.
* Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflict.
* Ability to prioritize and organize workload to ensure deadlines are met.
* Ability to read, speak, and listen to comprehend the English language in order to communicate effectively to employees, understand reports and related correspondence and accurately perform all essential job functions
It would be advantageous in this position for you to demonstrate the following
capabilities and distinctions:
* Telephone Operator/Concierge experience in the hotel, leisure, and/or entertainment sectors
* Conflict resolution experience
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!