Guest Experience Phone Concierge

Hilton; Denpasar; On-site; IDR 60,000,000 - 120,000,000; Full time

Job summary

Hilton in Bali, Indonesia is seeking a Telephone Operator to warmly handle guest calls, provide hotel information, and connect guests with services to create memorable stays.

You will manage high call volumes with professionalism, document interactions, and coordinate with hotel teams to ensure accurate and timely responses. Fluency in English is required, and additional languages are a plus. Availability for varied shifts including nights and weekends is expected.

Qualifications

• Previous experience in guest service, front office, or call center within hospitality.
• Excellent verbal and interpersonal skills; able to handle inquiries professionally.
• Capable of managing high call volumes and multiple requests efficiently.
• Skilled in resolving guest issues with discretion and a proactive approach.
• Familiarity with hotel PMS and service protocols is preferred.
• Fluent in English; additional languages are a plus.
• Available to work varied shifts, including nights, weekends, and holidays.

Responsibilities

• Guest Call Handling: Answer and manage guest calls, provide hotel and local information, and handle requests efficiently.
• Service & Communication: Respond to inquiries with professionalism and courtesy, ensuring a positive guest experience.
• Coordination & Follow-Up: Relay guest requests to relevant departments and ensure timely follow-up.
• Issue Resolution: Address guest complaints and proactively prevent service disruptions.
• Documentation: Maintain accurate logs of guest interactions and update guest profiles for future personalization.

Skills

Guest service

Call center

English fluency

Communication

Hospitality

PMS familiarity

Tools

Hotel PMS

Job description

Hilton in Bali, Indonesia is seeking a Telephone Operator to warmly handle guest calls, provide hotel information, and connect guests with services to create memorable stays.

You will manage high call volumes with professionalism, document interactions, and coordinate with hotel teams to ensure accurate and timely responses. Fluency in English is required, and additional languages are a plus. Availability for varied shifts including nights and weekends is expected.