Telephone Operator Agent Hilton Hotels

As a Telephone Operator Agent, you will represent the elegance of Waldorf Astoria by maintaining Forbes Five-Star standards in every interaction, ensuring each guest receives a warm, attentive, and seamless service experience. Specifically, you will be responsible for performing 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 guests.
• Ensure all wake up calls take place at the correct time with appropriate greeting following the Forbes 5 stars standards.
• Ensure that the emergency / downtime reports are saved and ready to use when needed.
• Demonstrate knowledge of all hotel facilities and services, local attractions and landmarks in the hotel vicinity and use up-selling techniques to promote these offerings to maximize revenue.
• Handle emergency calls immediately and relay comprehensive and accurate information as required.
• Demonstrate True Waldorf Service to all internal and external calls from guests.
• Handling calls for restaurant reservations after F&B duty hours.

What are we looking for?

A Telephone Operator Agent serving Hilton brands is 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:

• A passion for delivering great customer service.
• A highly professional telephone manner and excellent communication skills.
• Outstanding administration and organizational skills.
• Intermediate computer proficiency.
• Knowledge of Forbes 5 stars standards.
• Previous Experience in a Luxury Hotel.