Full job description

Telephone Operator

A Telephone Operator is responsible for answering and responding to internal and external calls in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Telephone Operator, you would be responsible for answering and responding to internal and external calls in the hotel’s continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Respond to guest inquiries and requests and resolve issues via telephone in a timely, friendly and efficient manner
• Provide information and demonstrate knowledge of all hotel facilities and services
• Ensure the proper functioning of the switchboard to facilitate the prompt and efficient transfer of internal and external calls.
• Ensure a high level of customer service is consistently maintained.
• Ensure all customer communications are transferred to the central distribution point for action.
• Ensure a high level of product knowledge of the Hotel and local area.
• Ensure and maintain the security of information relating to customers and personnel in the Hotel.
• Ensure messages are passed on to the correspondent recipients in a timely efficient manner.
• Place work orders with the telephone service provider to satisfy any equipment, service or programming needed, to maintain the communications system in optimum conditions.
• Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers or other departments.
• Comply with all company policies, all system and procedures efficiently, in accordance with established standards.
• Respond to text messages and emails.
• Dispatch and follow up guest requests through Synergy platform
• Process and respond to guest requests such as lost and found, wake up calls and transportation
• Assist with completing basic tasks in OnQ platform, including processing tax exempt forms, express check outs and opening FYI traces.
• Archive registration cards and complete administrative support tasks as needed
• Daily report must be sent
• At the end of every shift turn into Supervisor PBX checklist
• Respond to emergencies and document and relay comprehensive, accurate information to proper parties in emergency situations
• Accept and deliver all messages promptly and accurately, utilizing proper grammar and spelling
• Operate office equipment including, but not limited to, computers, PBX system, fax machine, e-mail, etc.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these 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