Communication Executive – Hotel Call Centre

About the role

The Communication Executive is responsible for managing all guest and internal communications for the hotel. Working from the call centre, you will ensure that enquiries, requests and complaints are handled efficiently, courteously and in line with Hilton standards.

Key responsibilities

• Answer and route internal and external guest enquiries via telephone, fax, mail and digital platforms.
• Promote Hilton Honors, enroll new members and provide personalised service to existing members.
• Handle guest complaints, follow‑up on resolutions and communicate feedback to the Communications Manager or Duty Manager.
• Maintain accurate guest history records and ensure timely wake‑up call services.
• Assist on the hotel floor during peak periods, special events and busy days.
• Deliver messages confidentially and ensure accurate, timely delivery.
• Stay up‑to‑date on hotel facilities, local attractions and provide information to guests.

Required profile

• Proactive, courteous and able to work under pressure during busy periods.
• Strong customer‑service orientation with a sales mindset.
• Ability to collaborate with team members and train them to anticipate guest needs.
• Attention to detail and commitment to Hilton’s brand standards.

Required skills

• Familiarity with hotel operating systems such as OnQ PM, Kipsu, HotSOS, PBX and Micros.
• Experience using telephone and messaging platforms in a hospitality environment.