Telephone Operator - The WB™ Abu Dhabi, Curio Collection by Hilton™

Hilton Worldwide, Inc.; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

An established industry player in hospitality is seeking a Telephone Operator to enhance guest experiences through exceptional service. In this role, you will be the first point of contact for guests, ensuring their queries and messages are handled promptly and accurately. You will contribute to creating a welcoming atmosphere by demonstrating extensive knowledge of hotel services and local attractions. This position offers a unique opportunity to be part of a dedicated team that values positive interactions and strives for excellence in customer service. Join a company that is committed to delivering warmth and hospitality around the globe.

Qualifications

• Strong communication skills and a positive attitude are essential.
• Commitment to high-level customer service is crucial.

Responsibilities

• Respond to guest queries efficiently and deliver messages promptly.
• Handle emergency calls and ensure wake-up calls are timely.
• Demonstrate knowledge of hotel facilities and local attractions.

Skills

Positive attitude

Good communication skills

Customer service commitment

Ability to work independently

Teamwork

IT proficiency

Job description

Telephone Operator accepts, delivers and responds to Guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer.

What will I be doing?

As a Telephone Operator, you will accept, deliver and respond to Guest and management messages, enquiries and emergencies using your knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer. A Telephone Operator contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

1. Achieve positive outcomes from Guest queries in a timely and efficient manner
2. Accept and deliver all messages correctly and promptly for both Guests and management
3. Ensure all wake up calls take place at the correct time
4. Demonstrate knowledge of all hotel facilities and services and use up-selling techniques to promote these offerings when appropriate
5. Handle emergency calls immediately and relay comprehensive and accurate information, as required
6. Demonstrate a high level of customer service at all times
7. Comply with hotel security, fire regulations and all health and safety legislation
8. Attend appropriate training courses, when required
9. Demonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity
10. Follow company brand standards
11. Assist other departments, as necessary

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:

1. Positive attitude and good communication skills, especially on the telephone
2. Commitment to delivering a high level of customer service
3. Ability to work on your own and as part of a team
4. Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

1. Previous experience in a customer-focused industry

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 over 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. And, our amazing Team Members are at the heart of it all!