Guest Services Phone Operator
About The Position
The PBX Operator handles incoming and outgoing calls and responds to questions and requests from guests, owners, and team members. The role provides professional hospitality and information while maintaining strong knowledge of the product, property, operating systems, and company. As a primary communications point for Guest Services, the operator helps shape callers’ impressions of the property and organization and is expected to uphold Hilton’s values and service culture. The operator follows up on requests using relevant business systems and coordinates with other departments to ensure needs are addressed. The role also supports billing and payment collection, guest service recovery, express check-in, and front desk operations when needed. It includes completing assigned projects and training, meeting management-set goals, and maintaining compliance with company policies and procedures.
Requirements
- Proficiency reading, writing, and speaking in English.
- A cheerful and friendly tone of voice, with clear enunciation and transparent communication.
- Understanding of switchboard procedures and the ability to operate the system with minimal complaints.
- Precision in service quality standards that affect guest happiness, with timely and professional responses to guests.
- Ability to work a flexible schedule that includes nights, weekends, and holidays.
- Previous experience working in the hospitality industry.
Responsibilities
- Respond promptly and courteously to incoming and outgoing calls, assisting guests and owners in alignment with Hilton Grand Vacations Club standards.
- Follow up on calls and requests using applicable operating systems and tools, including Tally, Kipsu/text messages, Synergy guest work orders and requests, vendor requests, and Clarity/PMS updates.
- Meet quality assurance standards by using proper telephone etiquette and approved scripts.
- Communicate with Housekeeping, Engineering, Security, Food & Beverage, Activities, and other departments by phone, email, radio, or in person to ensure requests are completed.
- Take ownership of PBX calls and provide direct answers or solutions where possible; transfer calls only when necessary and ensure someone is available to receive each transfer.
- Maintain expertise in property room types, reservations, owner and guest types, operating systems, amenities, and hours of operation.
- Assist guests with billing charges and payment collection, and provide guest service recovery as needed.
- Review and respond to work emails and messages in a timely manner.
- Assist with express check-in forms and support the front desk when needed.
- Complete management-assigned projects and identify and undertake projects proactively.
- Work toward yearly, quarterly, and monthly goals set by management.
- Support owners and team members while maintaining a positive and professional work environment.
- Provide schedule flexibility to cover shifts when needed.
- Complete required company training and compliance courses.
- Follow company standards, policies, and procedures.
- Perform other related duties as assigned.
Benefits
- Day 1 eligibility for medical, dental, and vision coverage.
- Recognition programs and rewards.
- Travel discounts program.
- Paid vacation and paid sick days.
- Employee assistance program supporting physical and mental wellbeing.
- 401(k) program with company match.
- Tuition reimbursement programs.
- Employee stock purchase program.
- Learning and advancement opportunities.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
