Communications Centre Agent (Operator)

Job description

Exceptional Hospitality Starts with You Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will be responsible for answering guest phone calls, responding to inquiries, and providing information about hotel services and amenities. As a Communications Centre Agent , 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.

Responsibilities

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

Guest Call Handling: Answer and manage guest calls, provide hotel and local information, and handle requests efficiently.

Service & Communication

Respond to inquiries with professionalism and courtesy, ensuring a positive guest experience. Communicate clearly and resolve concerns promptly.

Coordination & Follow-Up

Relay guest requests to relevant departments and ensure timely follow-up. Support internal communication across hotel teams.

Issue Resolution

Address guest complaints and proactively prevent service disruptions.

Documentation

Maintain accurate logs of guest interactions and update guest profiles for future personalization.

Qualifications

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.

In addition, this role requires the following minimum qualifications: Previous experience in guest service, front office, or call center roles within hospitality. Excellent verbal and interpersonal skills; able to handle inquiries professionally and courteously. Capable of managing high call volumes and multiple requests efficiently. Skilled in resolving guest issues with discretion and a proactive approach. Familiarity with hotel PMS and service protocols is preferred.

Fluent in English; additional languages are a plus. Available to work varied shifts, including nights, weekends, and holidays. Must possess legal and valid working rights in Malaysia.