Telephone Manager

Job description / Role

What will I be doing?

As telephones manager, you will ensure on-time and accurate handling of guest calls and management messages, enquiries and emergencies. Telephones manager contributes to the first impressions of our guests and, therefore, must perform the following tasks to the highest standards:

• Manage the daily calls and guest messages operations
• Achieve positive outcomes from guest queries in a timely and efficient manner
• Ensure all messages are correctly and promptly accepted and delivered 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 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

What are we looking for?

Telephones managers serving Hilton brands are always working on behalf of our guests and working with other team members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Positive attitude and good communication skills, especially on the telephone
• Commitment to delivering a high level of customer service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer-focused industry

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value.

About the Company

Facing the West Bank, our resort rests on the edge of the River Nile, less than seven kilometers from central Luxor via shuttle. We have traditional felucca sailing and horseback and camelback tours of the riverbanks, with both Karnak and Luxor temples within four kilometers. Perks include our holistic spa, two infinity pools, and a kids' corner.