Careline Operator

Job Description

Serve as the initial point of contact for guests, responding their inquiries over the phone in a courteous and professional way. Act as the main communication link between guests and the hotel. Manage incoming and outgoing calls, provide information, address guest inquiries, and ensure prompt and professional service, contributing to a positive guest experience.

Responsibilities

Essential Functions

• Answer incoming calls promptly, courteously, and professionally.
• Operate and maintain telephone systems and related equipment.
• Accept and deliver all messages correctly and promptly for guests.
• Make sure all wake-up calls are made on time with the proper greeting in accordance with brand standards and ensure timely follow-ups.
• Direct calls to the appropriate departments or personnel.
• Report any technical issues with communication systems for immediate resolution.
• Demonstrate knowledge of all hotel facilities, services, local attractions and landmarks and use up-selling techniques to promote these offerings to maximize revenue.
  
  

• Secure compliance with Hilton Worldwide Brand Standards.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Adhere to all relevant Health, Safety and Environment procedures, instructions and controls and act in emergency situations.
• Perform related tasks and duties as assigned and deemed necessary by management.
• Obtain all the relevant information from the previous shift, including the volume of business, special guests, tasks to be clarified and to be completed and special events.
• Maintain high standard of personal appearance and hygiene at all time
  
  

• Good level of speaking, reading, and writing in English language.
• Proficiency in handling multi-line phone systems.
• Ability to perform assigned duties with attention to details, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to communicate effectively with guests and team members verbally or in written form.
• Strong customer service orientation skill.
• Ability to work under pressure and ability to listen and respond on guest demands promptly and in professional manner.