Telephone Operator

JOB DESCRIPTION

A Telephone Operator/Reservations Agent accepts, delivers and responds to Guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer and serve as the first line of inquiry for room reservations within the hotel.

What will I be doing?

A Telephone Operator/Reservations Agent accepts, delivers and responds to Guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer and serve as the first line of inquiry for room reservations within the hotel. A Telephone Operator/Reservations Agent 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
• Convert, quickly, inquiries into contracted business
• Respond, positively, to sales inquiries to develop future sales leads
• Identify sales leads, as appropriate
• Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest’s expectation
• Provide prompt and efficient service while maintaining the hotel’s brand standards

What are we looking for?

https://jobs.hilton.com/apac/en/job/HOT0C46O/Telephone-Operator-Reservations-Agent-Embassy-Suites-by-Hilton-Aruba-Resort