Careline Operator – Guest Services

About the role

The Careline Operator serves as the first point of contact for hotel guests, handling phone inquiries with courtesy and professionalism. This role links guests to the hotel’s services and ensures a positive experience through timely and accurate communication.

Key responsibilities

• Answer incoming calls promptly, courteously, and professionally.
• Operate and maintain multi‑line telephone systems and related equipment.
• Deliver messages accurately and ensure wake‑up calls are made on time according to brand standards.
• Direct calls to appropriate departments or personnel and report any technical issues.
• Promote hotel facilities, services, and local attractions using up‑selling techniques.
• Adhere to Hilton brand standards, health, safety, and emergency procedures.
• Obtain shift handover information and maintain a high standard of personal appearance.

Required profile

• Good level of speaking, reading, and writing in English.
• Hospitality experience, ideally in a 4‑star or 5‑star property.
• Previous experience as a Telephone Operator, preferably with Hilton.

Required skills

• Proficiency in operating multi‑line telephone systems.