Telephone Operator

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

Job summary

An established industry player in hospitality is seeking a dedicated Telephone Operator to enhance guest experiences. In this role, you will be the voice of the hotel, ensuring that all incoming and outgoing calls are handled with precision and courtesy. Your responsibilities will include assisting guests with their queries, coordinating with various departments, and maintaining a high standard of service. Join a team committed to excellence and be part of a company that values its employees and fosters a collaborative environment. This is a fantastic opportunity for those looking to grow in the hospitality sector and make a difference in guests' experiences.

Qualifications

• Strong communication skills and ability to assist guests promptly.
• Knowledge of hotel safety and emergency procedures.

Responsibilities

• Process all incoming and outgoing calls accurately and courteously.
• Assist guests with international calls and directory queries.
• Handle guest needs or requests and report complaints.

Skills

Guest Service

Communication Skills

Problem-Solving

Teamwork

Education

High School Diploma

Job description

Job Description

Telephone Operator

Job Number:

HOT0BLGJ

Work Locations

Hilton Dubai Jumeirah, P.O. Box 2431, Dubai

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 impression 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
• 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 system
• 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 of meeting rooms
• Advise Supervisor of stationary needs in advance
• Ensure cleanliness of work area
• Report daily activities in logbook

Occupational Health and Safety Responsibilities

• Follow Hilton policies and procedures to ensure safety
• Be familiar with property safety, first aid, fire, and emergency procedures
• Take action to correct hazardous situations and notify supervisors
• Log security incidents and accidents as per hotel requirements

What are we looking for?

Our Telephone Operators work on behalf of our Guests and collaborate with Team Members. To succeed, you should embody the following:

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 information
• Adhere to Hilton policies and code of conduct
• Understand competitors' strengths and weaknesses
• Manage business performance indicators and consider financial implications

Hospitality

• Understand the importance of guest service and business success

Teamwork

• Collaborate effectively with colleagues and departments
• Participate in hotel meetings
• Maintain professionalism and foster good rapport
• Adapt to change and new ideas

Developing Self

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

Reliability

• Ensure work quality and timeliness
• Follow policies and standards
• Maintain attendance and grooming standards
• Work effectively with diverse colleagues

What will it be like to work for Hilton?

Hilton is a leading global hospitality company, dedicated to providing exceptional guest experiences. Our vision is "to fill the earth with the light and warmth of hospitality," and our Team Members are at the heart of this mission.