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About the Role
Oversee the hotel’s operator team responsible for managing all guest and internal calls, ensuring prompt and professional communication. Deliver memorable experiences that enhance the guest stay.
Responsibilities
- Oversee the operator team, including scheduling, task allocation, and performance reviews.
- Ensure all guest calls and requests are handled promptly, professionally, and with personalized service.
- Facilitate clear communication between departments for timely fulfillment of guest requests.
- Monitor and follow up on service delivery across teams.
- Train staff on communication standards and system usage.
- Conduct regular evaluations and coaching to improve performance.
- Monitor hotel communication systems and resolve technical or operational issues.
- Implement strategies to improve team efficiency and response times.
- Handle escalated guest concerns and identify recurring issues for long-term solutions.
- Maintain accurate logs and reports on guest interactions and team performance.
Requirements
- Previous experience in hotel operations, guest service, or communication roles, ideally in a supervisory capacity.
- Strong team management and training skills.
- Excellent interpersonal and problem-solving abilities with a guest-focused approach.
- Proficient in hotel communication systems and PMS.
- Fluent in English; additional languages are a plus.
- Available to work varied shifts, including nights, weekends, and holidays.
Skills
- Team management
- Training
- Interpersonal skills
- Problem-solving
- Guest service
- Communication systems
- PMS
Experience Level
- Supervisory
About the Company
- Hilton is a global leader in hospitality, committed to filling the earth with the light and warmth of hospitality.
- Award-winning culture recognized on the World’s Best Workplaces list by Great Place to Work and Fortune.
- Offers world-class brands and a commitment to providing the best stay for every guest.
- Supports career journeys for team members, from starting a career to exploring new opportunities.