About Company
Nestled in the heart of London’s vibrant Covent Garden, The Waldorf Hilton is a landmark hotel renowned for its Edwardian grandeur, impeccable service, and rich history. For over a century, we have been welcoming guests from across the globe, offering a luxurious sanctuary amidst the bustling city. Our iconic Palm Court, magnificent grand staircase, and sophisticated dining experiences embody timeless elegance. As part of the prestigious Hilton family, we are committed to creating extraordinary experiences for our guests, powered by a team that embodies warmth, professionalism, and a genuine passion for hospitality. Joining The Waldorf Hilton means becoming part of a legacy of excellence, where every team member contributes to our reputation for world-class service and unforgettable stays. We pride ourselves on fostering a supportive and engaging work environment where talent is nurtured, and career growth is actively encouraged within a diverse and inclusive culture.
Job Description
Are you a highly articulate individual with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where every interaction matters? The Waldorf Hilton, London, is seeking a dedicated and proactive Call Operator to join our dynamic team for immediate hiring. In this pivotal role, you will be the first point of contact for many of our valued guests and prospective clients, embodying the elegance and professionalism of The Waldorf Hilton brand. You will handle a diverse range of inquiries, from managing reservations and providing detailed information about hotel services and amenities to efficiently resolving guest concerns and connecting callers to the appropriate departments. Your ability to listen attentively, communicate clearly, and respond with empathy and efficiency will be crucial in ensuring a seamless and positive experience for everyone who contacts us. This role requires excellent organizational skills, a calm demeanor under pressure, and the ability to multitask effectively while maintaining a friendly and professional tone. If you are looking for an immediate opportunity to apply your customer service expertise in a luxurious and supportive environment, where your contributions are genuinely valued, we encourage you to apply. This is more than just answering calls; it’s about being a vital part of our guest’s journey, making a lasting impression with every interaction, and upholding The Waldorf Hilton’s legacy of unparalleled hospitality. We offer comprehensive training, a supportive team culture, and opportunities for professional development within the Hilton family. Join us and become an essential voice of luxury and service.
Key Responsibilities
- Answer all incoming calls promptly and professionally, adhering to The Waldorf Hilton's service standards.
- Efficiently manage and process guest reservations, modifications, and cancellations, ensuring accuracy and attention to detail.
- Provide comprehensive and accurate information regarding hotel facilities, services, room types, pricing, local attractions, and events.
- Act as a central communication hub, directing calls to the appropriate departments or team members across the hotel.
- Handle guest requests and inquiries with a proactive and problem-solving approach, escalating complex issues when necessary.
- Maintain an organized log of all calls, inquiries, and resolved issues for reporting and quality improvement purposes.
- Ensure a consistent and elevated level of customer service, reflecting the luxury brand standards of The Waldorf Hilton.
- Process guest messages, faxes, and other communications accurately and confidentially.
- Adhere to all hotel policies and procedures, including data privacy and security protocols.
Required Skills
- Excellent verbal communication skills in English, with a clear and professional telephone manner.
- Demonstrated active listening skills and strong ability to empathize with callers.
- Proficiency in basic computer applications, including Microsoft Office Suite.
- Ability to multitask effectively in a fast-paced environment while maintaining accuracy and composure.
- Exceptional problem-solving abilities and a proactive approach to guest service.
- Strong organizational skills and attention to detail.
- Customer service orientation with a genuine desire to assist and satisfy guests.
Preferred Qualifications
- Previous experience in a hotel, call center, or high-volume customer service role (ideally 1+ year).
- Familiarity with hotel Property Management Systems (PMS) or similar reservation software.
- Ability to communicate in additional languages (e.g., French, Spanish, German, Mandarin) is a plus.
- Experience working in a luxury hospitality environment.
Perks & Benefits
- Competitive salary package and immediate start.
- Access to Hilton's extensive global training and development programs.
- Generous travel and hotel discounts for team members and their families worldwide.
- Pension scheme.
- Meals on duty.
- Employee assistance program for health and wellbeing.
- Opportunities for career advancement within The Waldorf Hilton and the wider Hilton portfolio.
- A supportive, inclusive, and vibrant work culture in a historic London landmark.
How to Apply
If you are eager to embark on a rewarding career as a Call Operator at The Waldorf Hilton, London, and are ready for an immediate start, we invite you to apply by clicking the link below. Please ensure your application highlights your relevant customer service experience and your enthusiasm for hospitality. We look forward to reviewing your application!