Telephone Operator

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

As a Telephone Operator at Waldorf Astoria London - Admiralty Arch, you're not just handling incoming telephone calls - you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day

Telephone Operator professionally receives, conveys, and responds to all guest and management communications, including enquiries and emergency situations. Leveraging a refined knowledge of hotel facilities, services, and the surrounding area, the role ensures prompt, accurate, and seamless responses that enhance the guest experience.

As a Telephone Operator, you will serve as a key point of connection for both guests and internal stakeholders, managing all communications with discretion, efficiency, and poise. As a contributor to guests' first impressions of the hotel, the Switchboard Telephonist is expected to perform all duties to the highest standards of ultra‑luxury hospitality.

• Resolving guest enquiries efficiently while achieving consistently positive outcomes

• Accurately receiving, recording, and delivering all guest and management messages in a timely manner

• Ensuring all wake‑up calls are delivered precisely at the requested time

• Maintaining in‑depth knowledge of all hotel facilities and services, confidently promoting offerings through refined upselling where appropriate

• Managing emergency calls immediately, calmly relaying clear and accurate information in accordance with hotel protocols

• Always demonstrating exceptional service etiquette and professionalism

• Adhering strictly to hotel security procedures, fire regulations, and health and safety legislation

• Participating in training and development programmes as required to maintain service excellence

• Displaying comprehensive knowledge of local attractions, landmarks, and the surrounding area to enhance the guest experience

• Upholding all company and brand service standards

• Providing support to other departments when required, ensuring seamless hotel operations

What are we looking for?

Telephone Operators serving Hilton's luxury brands represent the hotel at every interaction and work in close collaboration with fellow Team Members. To excel in this role, you will demonstrate the following attitudes, behaviours, and capabilities:

• A consistently positive and polished telephone manner, with exceptional verbal communication skills

• A strong commitment to delivering personalised, high‑touch guest service

• The ability to work independently while contributing effectively within a team environment

• A competent level of IT and system proficiency

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

• Prior experience within a luxury or ultra‑luxury hospitality or service‑led environment is highly desirable.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.