Telephone Operator

What are we looking forTelephone Operators 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:Drive for Results:Compete against a standard of excellence by setting high performance standards and pursuing aggressive goalsStrive for constant improvements and takes responsibility for achieving business results and persevere despite obstaclesUnderstanding 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 informationAdheres to Hilton Corporate Code of Conduct Employee Handbook and Hotel policiesDemonstrates an understanding of competitors major strengths and weaknessesEstablishes and interprets key performance indicators to manage the business consistently takes into accounts financial implications of business decisions and recommendationsHas a broad knowledge of how the business is run focuses on the major factors necessary to ensure that the business is successful and profitableHospitality:Demonstrates an understanding of competitors major strengths and weaknessesEstablishes and interprets key performance indicators to manage the business consistently takes into accounts financial implications of business decisions and recommendationsHas a broad knowledge of how the business is run focuses on the major factors necessary to ensure that the business is successful and profitableTeamwork:Demonstrate cooperation and trust with colleagues supervisors teams and across departments to deliver positive resultsActively participate in wider hotel meetingsInteract with department and hotel staff in a professional and positive manner to foster good rapport promote team spirit and ensure effective two way communicationAdaptability:Be comfortable and effective in an environment of ambiguity or changeBe receptive to new ideas and respond to workplace changes in a flexible and optimistic mannerComplete tasks as directed by ManagementDeveloping Self:Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirementsSeek feedback on areas of shortfallMaximize opportunities for selfdevelopmentReliability:Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervisionFollow standards policies and proceduresMeet hotel attendance and grooming standardsCultural Awareness:Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints cultures and countries.What will it be like to work for HiltonHilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. 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!EOE/AA/Disabled/VeteransA Telephone Operator is responsible for processing all incoming and outgoing calls accurately and courteously.What will I be doingA 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 courteouslyRecords and controls accurately wake up callsPages guests in cooperation with concerned departmentsAssists guests with international calls and directory queriesCalls guests by name whenever possiblePages staff member when requestedAbides by principles of guest privacyHandles guests needs or requests and reports complaints to the SupervisorReport on logbook dailyBill call costsAware of local telephone listings and frequently dialed numbersAdvises defects on switchboard equipment to SupervisorAttends to all guest queries and requests promptlyMaintains detailed knowledge of the Hotels fire life and safety systemMaintain Hotel InformationProvide secretarial services for guestsEfficient in the use of all business center equipmentUpdate traffic sheets accuratelyHandle complaints promptly and follow up thoroughly on action takenPromote in house service and facilitiesUpdate airline schedules and guides the guest whenever requestedCoordinate the reservations of meeting roomsAdvise to Supervisor all stationary needs in advanceEnsure cleanliness of work area and clean your work area prior to departingReport daily activities in logbookOccupational Health and Safety Responsibilities:Demonstrate Awareness of Hilton policies and proc