Telephone Operator

Roles and responsibilities

As a Telephone Operator Agent, 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 Switchboard Telephonist 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
  
  

What are we looking for?

Telephone Operator Agent 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

Desired candidate profile

A Telephone Operator in a hospitality or corporate setting is responsible for managing phone calls, providing customer service, and ensuring smooth communication between guests, staff, and departments. Here are the key skills required for the role:

Communication Skills

• Clear verbal communication: Speak clearly and professionally when answering phone calls, ensuring that guests or callers can understand and hear you.
• Active listening: Pay attention to the caller’s needs, ask relevant questions, and provide accurate information or assistance.
• Politeness and courtesy: Greet callers warmly, maintain a respectful tone, and demonstrate patience and professionalism at all times.
• Effective communication with staff: Relay important information or messages to various departments, ensuring that instructions are clear and accurate.

Customer Service Skills

• Problem-solving: Handle guest requests, complaints, and inquiries promptly and efficiently, providing solutions to ensure guest satisfaction.
• Guest assistance: Direct guests to the appropriate department or staff member when necessary, helping them with room service, concierge services, or other requests.
• Calm under pressure: Maintain a composed and positive demeanor when dealing with high call volumes, difficult guests, or emergencies.
• Multitasking: Manage multiple calls at once, especially during busy periods, without losing focus or efficiency.

Technical Skills

• Phone system operation: Operate multi-line phone systems or switchboards to handle incoming and outgoing calls, transfers, and messages.
• Message taking: Accurately take messages for guests or staff and ensure they are delivered promptly.
• Voicemail management: Manage voicemail systems, ensuring that messages are properly recorded and retrieved when necessary.
• Computer proficiency: Use hotel management software or communication systems to log calls, update guest information, and process requests.

Organizational Skills

• Call management: Prioritize urgent calls and ensure that calls are answered in a timely manner, minimizing wait times for guests and callers.
• Record-keeping: Maintain detailed records of calls, requests, and messages for future reference or follow-up.
• Room assignment and guest services knowledge: Familiarity with guest room numbers, hotel services, and staff locations to effectively route calls and provide information.