Telephones Manager

Hilton; Kuwait; Remote; KWD 12,000 - 18,000; Full time

Job summary

Hilton Kuwait is seeking a Telephones Manager to ensure on-time, accurate handling of Guest calls, messages and emergencies, contributing to the first impression of our Guests. You will manage daily call operations, upsell hotel services, coordinate wake-up calls, and support other departments while upholding safety standards.

In this role you must deliver outstanding customer service, work well in a team, and demonstrate strong IT skills.

Qualifications

• Experience in a guest-facing hospitality role.
• Excellent verbal communication and listening skills.
• Ability to work independently and as part of a team.

Responsibilities

• Manage the daily calls and guest messages operations.
• Ensure all wake up calls take place at the correct time.
• Handle emergency calls promptly and relay accurate information.
• Upsell hotel services when appropriate to guests.
• Coordinate and relay messages for guests and management.
• Demonstrate high level of customer service at all times.
• Follow hotel security, fire regulations and health and safety rules.
• Assist other departments as necessary.

Skills

Customer service

Communication skills

Telephone etiquette

Teamwork

IT proficiency

Tools

Property Management System (PMS)

Office IT tools

Job description

Job Identification: 211185

Job Schedule: Full time

What will I be doing?

As Telephones Manager, you will ensure on-time and accurate handling of Guest calls and management messages, enquiries and emergencies. Telephones Manager contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Manage the daily calls and guest messages operations
• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure all messages are correctly and promptly accepted and delivered 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

What are we looking for?

Telephones Manager 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 nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands (http://jobs.hiltonworldwide.com/our-brands/index.php) . 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!