Careline Operator

About the role

The Careline Operator serves as the initial point of contact for hotel guests, handling all telephone interactions in a courteous and professional manner. This role supports the guest experience by providing accurate information, managing messages, and linking guests to the appropriate hotel departments.

Key responsibilities

• Answer incoming calls promptly, courteously, and professionally.
• Operate and maintain multi‑line telephone systems and related equipment.
• Take, deliver, and follow up on guest messages and wake‑up calls according to brand standards.
• Direct calls to the correct departments or personnel and report any technical issues.
• Promote hotel facilities, services, and local attractions using up‑selling techniques.
• Ensure compliance with Hilton Worldwide brand standards and health, safety, and emergency procedures.
• Gather shift handover information, including business volume, special guests, and events.

Required profile

• Good command of spoken, written, and reading English.
• Hospitality experience, preferably in a 4‑star or 5‑star property.
• Previous telephone or call‑center experience, ideally within Hilton.
• Ability to work under pressure, maintain attention to detail, and provide courteous service with minimal supervision.

Required skills

• Multi‑line phone system operation