Telephone Operator

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

Job summary

A leading global hospitality company is seeking a Telephone Operator to manage guest and management messages and emergencies. This role requires strong communication skills and a commitment to exceptional customer service. The Telephone Operator will handle emergency calls, ensure timely wake-up calls, and promote hotel services through up-selling. Candidates should possess positive attitudes, IT proficiency, and experience in customer-focused environments. Join us to create remarkable hospitality experiences!

Qualifications

• Commitment to delivering a high level of customer service.
• Ability to work independently and as part of a team.
• Previous experience in a customer-focused industry is advantageous.

Responsibilities

• Accept, deliver, and respond to guest and management messages.
• Ensure all wake-up calls are completed correctly.
• Handle emergency calls and relay necessary information.
• Use up-selling techniques to promote hotel services.

Skills

Positive attitude

Good communication skills

Customer service

IT proficiency

Job description

A 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 their 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:

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

EOE/AA/Disabled/Veterans

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:

• Positive attitude and good communication skills especially on the telephone
• 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

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

• 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!