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Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
A Telephone Operator contributes to the impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Process all incoming and outgoing calls accurately and courteously
- Records and controls accurately wake up calls
- Pages guests in co-operation with concerned departments
- Assists guests with international calls and directory queries
- Calls guests by name whenever possible
- Pages staff member when requested
- Abides by principles of guest privacy
- Handles guests' needs or requests and reports complaints to the Supervisor
- Report on logbook daily
- Bill call costs
- Aware of local telephone listings and frequently dialed numbers
- Advises defects on switchboard equipment to Supervisor
- Attends to all guest queries and requests promptly
- Maintains detailed knowledge of the Hotel's fire, life and safety system
- Maintain Hotel Information
- Provide secretarial services for guests
- Efficient in the use of all business center equipment
- Update traffic sheets accurately
- Handle complaints promptly and follow up thoroughly on action taken
- Promote in house service and facilities
- Update airline schedules and guides the guest whenever requested
- Co-ordinate the reservations of meeting rooms
- Advise to Supervisor all stationary needs in advance
- Ensure cleanliness of work area and clean your work area prior to departing
- Report daily activities in logbook
Occupational Health and Safety Responsibilities:
- Demonstrate Awareness of Hilton policies and procedures and ensure all procedures are conducted safely and within Hilton guidelines
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements
Desired Candidate Profile
Drive for Results:
- Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals
- Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles
Understanding the Business:
- Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information
- Adheres to Hilton Corporate Code of Conduct, Employee Handbook and Hotel policies
- Demonstrates an understanding of competitors' major strengths and weaknesses
- Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations
- Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable
Hospitality:
- Demonstrates an understanding of competitors' major strengths and weaknesses
- Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations
- Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable
Teamwork:
- Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results
- Actively participate in wider hotel meetings
- Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
Adaptability:
- Be comfortable and effective in an environment of ambiguity or change
- Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner
- Complete tasks as directed by Management
Developing Self:
- Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
- Seek feedback on areas of shortfall
- Maximize opportunities for self-development
Reliability:
- Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
- Follow standards, policies and procedures
- Meet hotel attendance and grooming standards
Cultural Awareness:
- Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries.
Company Industry
- Hotels
- Hospitality
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Telephone Operator
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Hilton Hotels
The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World s Best Workplaces.
https://hilton.taleo.net/careersection/hww_cs_internal_global/jobdetail.ftl?job=2324143&lang=en