Guest Service Agent – Telephone Operator

About the role

As a Guest Service Agent – Telephone Operator you will be the first point of contact for guests calling the hotel. Your warm, friendly voice will set the tone for a memorable stay and ensure every interaction reflects Hilton’s commitment to exceptional hospitality.

Key responsibilities

• Greet guests on arrival, complete check‑in, assign rooms, issue keys and provide welcome materials.
• Process check‑out efficiently, verify charges, handle payments and issue receipts using the point‑of‑sale system.
• Provide accurate information about hotel amenities, room types, rates, promotions and local attractions.
• Promote hotel services and upsell amenities to maximize revenue.
• Respond promptly to guest requests, resolve concerns, and manage messages and communications.

Required profile

• A genuine passion for delivering warm, light‑filled hospitality experiences.
• Integrity and a commitment to doing the right thing.
• Leadership mindset that inspires teammates.
• Team‑oriented attitude that drives collaborative outcomes.
• Strong sense of ownership and accountability.
• Urgent, disciplined approach to each guest interaction.

Required skills

• Excellent verbal communication and telephone etiquette.
• Proficiency with point‑of‑sale and basic hotel reservation systems.
• Ability to multitask and manage guest inquiries efficiently.

What we offer

• Opportunity to work for a globally recognized hospitality brand.
• Access to Hilton’s award‑winning workplace culture and career development programs.
• Supportive team environment that values growth and recognition.