Telephone Operator

Hilton Hotels; Sharjah; On-site; AED 30,000 - 60,000; Full time

Job summary

Join a leading global hospitality company as a Telephone Operator, where your primary role is to provide exceptional service to guests by managing calls and directing inquiries efficiently. You will be the voice of the hotel, ensuring that every guest interaction is handled with care and professionalism. This position offers a unique opportunity to work in a dynamic environment, where teamwork and communication are key. With a commitment to delivering outstanding customer experiences, you will play a vital role in upholding the hotel's reputation for excellence. If you are passionate about hospitality and enjoy helping others, this role is perfect for you.

Qualifications

• Experience in a customer-focused industry is essential.
• Ability to work independently and as part of a team.
• Competent IT skills are required for the role.

Responsibilities

• Answer hotel telephone and direct calls to the appropriate extension.
• Provide guests with information and assistance as needed.
• Maintain high standards of customer service at all times.

Skills

Customer Service

Communication Skills

IT Proficiency

Teamwork

Problem-Solving

Multilingualism

Tools

Computer Systems

PBX Equipment

Job description

As a Telephone Operator you are expected to answer hotel telephone and direct calls to the appropriate extension or room. Clearly communicate with guests regarding hotel information and emergencies. Contact 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 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.
• Assist guests with directions or other required information.
• 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 the computer system.
• Call for repair and technical support of all computer-based PBX equipment.

Desired Candidate Profile

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
• 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 global brands. 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. Our amazing Team Members are at the heart of it all!

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling