Head Telecom Agent - Hilton (Hawaii)
A Head Telephone Operator is responsible for answering both internal and external telephone inquiries in a friendly, enthusiastic and courteous manner, directing calls through the hotel switchboard, inputting and retrieving messages\. Oversees the operation of the hotel communications system and maintains continuous service and support to the telephone system\. Actively coordinates communications within the hotel including emergency procedures, alarms, and life safety, acting as a liaison to all appropriate local Emergency Services\. Supervises and coordinates training of Telephone Operators to ensure the courteous and efficient operation of the switchboard\.
**What will I be doing?**
A Head Telephone Operator is responsible for answering both internal and external telephone inquiries in a friendly, enthusiastic and courteous manner, directing calls through the hotel switchboard, inputting and retrieving messages\. Oversees the operation of the hotel communications system and maintains continuous service and support to the telephone system\. Actively coordinates communications within the hotel including emergency procedures, alarms, and life safety, acting as a liaison to all appropriate local Emergency Services\. Supervises and coordinates training of Telephone Operators to ensure the courteous and efficient operation of the switchboard\. Specifically, they would be responsible for the following:
+ Promptly answers and monitors the answering of telephone calls using positive and clear English communication\. Requires continuous sitting in a confined space for long periods of time\. Receives wake up call information, carefully inputs the information into the automated wake up system for individuals and groups\. Receives telephone broadcast messages and coordinates the scheduling, inputting, and/or making of the broadcast message\. Answers basic inquiries and general questions as posed by the hotel staff\. Handles complaints and makes decisions regarding the interpretation of department policies\.
+ Responds to guest inquiries, fields questions about telecommunication orders, equipment, and services\. Processes telecommunication orders, charges, and reports\. Dispatches or schedules Verizon technicians on work assignments\. Follow up on incomplete, late, or future functions and activities in the Meeting Rooms, Guest Rooms, and Public areas of the hotel for telephones, high speed internet, fax machines\.
+ Coordinates the set\-up of telephone equipment, including but not limited to the connection, inspection, and dispatching of Verizon technicians for the installation and use of telephones equipment and telecommunication services\.
+ Oversees the operation of the hotel communications system on a day to day basis and maintains continuous service and support to the telephone system\. Reports challenges in a timely manner, escalating to manager and/or technical support staff\. Remains in communications with staff, guests, and/or support or service technicians for timely updates\. This includes the Nortel telephone switch; Homisco \(call accounting system\); AWF Wake Up system and reports; Alpha/numeric paging systems components; twoway radio repair; cellular/wireless telephones; public phones; high speed internet in the guest rooms and public areas of the hotel; fax services; and related Telephone inter\-facesystems and equipment\.
+ Coordinates the training of new employees, employees attending required training, schedules lunches, receives sick calls, while monitoring the coverage of the telephone call traffic\.
+ Monitors the immediate answering of the emergency line, identifies the nature of the problems and ensures the appropriate response in accordance to established procedures\.
+ Acts as a dispatcher for security, guest services, and property operation team members\. Provides timely information via paging system and two way radios to employees in response to emergencies and guest requests\.
+ Enforces safety, health, and sanitation codes, regulations, and practices required by Hotel or Governmental authority\.
**What are we looking for?**
**EDUCATION**
Any combination of education, training or experience that provides the required knowledge skills and abilities\. High school diploma preferred\.
**EXPERIENCE**
One year switchboard experience required\. Supervisory experience in training employees preferred\.
**LICENSES OR CERTIFICATES**
CPR Certification and/or First Aid training preferred\.
**GROOMING**
All team members must maintain a neat, clean and well\-groomed appearance \(specific standards available\)\.
**OTHER**
Ability to speak another language in addition to English is preferred, with Japanese being the most desirable\.
**SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY**
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation\.
+ Knowledge of hotel procedures and operations to answer guest and employees inquiries\.
+ Ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information\.
+ Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner\.
+ Ability to access and accurately input information using a moderately complex computer system\.
+ Ability to read the English language to fully comprehend and communicate clearly all guest messages\.
+ Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees\.
+ Ability to type 35 words per minute and spell correctly to accurately input and record information\.
+ Ability to lift and carry a maximum of 50 lbs\. for 60 feet to refill paper supplies as needed\.
Since being founded in 1919, Hilton has been a leader in the hospitality industry\. Today, Hilton remains a beacon of innovation, quality, and success\. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values\. Specifically, we look for demonstration of these Values:
+ Hospitality \- We're passionate about delivering exceptional guest experiences\.
+ Integrity \- We do the right thing, all the time\.
+ Leadership \- We're leaders in our industry and in our communities\.
+ Teamwork \- We're team players in everything we do\.
+ Ownership \- We're the owners of our actions and decisions\.
+ Now \- We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
+ Quality
+ Productivity
+ Dependability
+ Customer Focus
+ Adaptability
**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full\-service hotels and resorts to extended\-stay suites and mid\-priced hotels\. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value\. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands \. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day\. And, our amazing Team Members are at the heart of it all\!
**Job:** _Guest Services and Front Office_
**Title:** _Head Telecom Agent_
**Location:** _null_
**Requisition ID:** _HOT05SZF_
**EOE/AA/Disabled/Veterans**
