Telephone Operator

Hilton Worldwide, Inc.; Dubai; On-site; AED 30,000 - 50,000; Full time

Job summary

Join a leading global hospitality company as a Telephone Operator, where your role is crucial in creating memorable guest experiences. You will be responsible for processing calls, assisting guests with inquiries, and ensuring high standards of service. This position offers a dynamic work environment that values teamwork, adaptability, and continuous improvement. As part of a renowned establishment, you will contribute to a culture that prioritizes exceptional service and employee growth, making it an exciting opportunity for those passionate about hospitality.

Qualifications

• Excellent communication and customer service skills are essential.
• Ability to handle guest requests and complaints promptly.

Responsibilities

• Process all incoming and outgoing calls accurately and courteously.
• Assist guests with international calls and directory queries.
• Maintain detailed knowledge of hotel safety systems.

Skills

Customer Service

Communication Skills

Problem Solving

Adaptability

Education

High School Diploma

Job description

A Telephone Operator is responsible for processing all incoming and outgoing calls accurately and courteously.

What will I be doing?

A Telephone Operator contributes to the impressions of our Guests and must perform the following tasks to the highest standards:

• Process all incoming and outgoing calls accurately and courteously
• Record and control wake-up calls accurately
• Page guests in cooperation with concerned departments
• Assist guests with international calls and directory queries
• Call guests by name whenever possible
• Page staff members when requested
• Abide by principles of guest privacy
• Handle guest needs or requests and report complaints to the Supervisor
• Report daily activities in the logbook
• Bill call costs
• Be aware of local telephone listings and frequently dialed numbers
• Report defects on switchboard equipment to Supervisor
• Attend to all guest queries and requests promptly
• Maintain detailed knowledge of the Hotel's fire, life, and safety systems
• Maintain hotel information
• Provide secretarial services for guests
• Use all business center equipment efficiently
• Update traffic sheets accurately
• Handle complaints promptly and follow up thoroughly
• Promote in-house services and facilities
• Update airline schedules and guide guests accordingly
• Coordinate reservations for meeting rooms
• Advise Supervisor of stationary needs in advance
• Ensure cleanliness of the work area and clean before departing
• Report daily activities in the logbook

Occupational Health and Safety Responsibilities:

• Demonstrate awareness of Hilton policies and procedures and ensure safety compliance
• Be familiar with safety, first aid, fire, and emergency procedures; operate equipment safely
• Take action to correct hazards and notify supervisors of dangers
• Log security incidents and accidents as required

What are we looking for?

Successful Hilton Telephone Operators work on behalf of our Guests and collaborate with Team Members. To excel, you should demonstrate:

Drive for Results:

• Set high performance standards and pursue goals
• Strive for continuous improvement and take responsibility for results

Understanding the Business:

• Stay informed about hotel issues and legislative updates
• Follow Hilton policies and codes of conduct
• Understand competitors' strengths and weaknesses
• Manage business using key performance indicators, considering financial implications

Hospitality:

• Maintain knowledge of competitors and manage business performance

Teamwork:

• Collaborate and build trust with colleagues and departments
• Participate in hotel meetings
• Communicate professionally to foster good rapport

Adaptability:

• Work effectively amidst change and ambiguity
• Respond flexibly to new ideas and workplace changes

Developing Self:

• Update skills and knowledge regularly
• Seek feedback and opportunities for growth

Reliability:

• Deliver quality work timely and independently
• Follow policies and standards
• Maintain attendance and grooming standards

Cultural Awareness:

• Work effectively with colleagues from diverse backgrounds

What will it be like to work for Hilton?

Hilton is a leading global hospitality company, offering a range of accommodations worldwide. We are committed to exceptional guest experiences and creating a remarkable workplace for our Team Members, united by our vision to "fill the earth with the light and warmth of hospitality."