Telephone Operator

Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Telephone Operator, you’re not just answering calls and connecting guests with hotel services – you’re spreading the light and warmth of hospitality by providing prompt, professional, and personalized assistance, ensuring every conversation leaves a lasting positive impression and enhances the guest experience.

Responsibilities

Here are responsibilities tailored for a Telephone Operator role in a Hilton-style job description:

Responsibilities

• Answer and direct incoming calls promptly, professionally, and courteously.
• Provide accurate information about hotel facilities, services, promotions, and local attractions.
• Handle guest requests efficiently and coordinate with relevant departments to ensure timely follow-up.
• Process wake-up calls and ensure they are delivered accurately and on time.
• Respond to emergency calls and follow hotel emergency procedures when required.
• Maintain clear and accurate records of guest requests, messages, and call activities.
• Promote hotel services and facilities to enhance the guest experience.
• Ensure all interactions reflect Hilton's commitment to exceptional hospitality and guest satisfaction.
• Handle guest concerns with empathy and professionalism, escalating issues when appropriate.
• Comply with Hilton brand standards, company policies, and data privacy requirements.
• Support the Front Office team with administrative tasks as needed.
• Maintain a positive, professional, and collaborative approach with guests and team members at all times.
  
  

Qualifications

What It Takes to Make the Stay

At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.