Telephone Operator Shift Leader

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! You will oversee the hotel’s operator team responsible for managing all guest and internal calls, ensuring that communication between departments and guests is handled promptly and professionally. As an Operator Shift Leader, you’re not just overseeing the hotel’s operator team – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Team Leadership:  Oversee the operator team, overseeing scheduling, task allocation, and performance reviews.
• Guest Service:  Ensure all guest calls and requests are handled promptly, professionally, and with personalized service.
• Communication & Coordination:  Facilitate clear communication between departments to ensure timely fulfillment of guest requests. Monitor and follow up on service delivery across teams.
• Training & Development:  Train staff on communication standards and system usage. Conduct regular evaluations and coaching to improve performance.
• System Oversight:  Monitor hotel communication systems and resolve technical or operational issues. Implement strategies to improve team efficiency and response times.
• Issue Resolution:  Handle escalated guest concerns and identify recurring issues for long-term solutions.
• Reporting:  Maintain accurate logs and reports on guest interactions and team performance.

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.

In addition, this role requires the following minimum qualifications:

• Previous experience in hotel operations, guest service, or communication roles, ideally in a supervisory capacity.
• Strong team management and training skills.
• Excellent interpersonal and problem-solving abilities with a guest-focused approach.
• Proficient in hotel communication systems and PMS.
• Fluent in English; additional languages are a plus.
• Available to work varied shifts, including nights, weekends, and holidays.