Communications Ambassador - Waldorf Astoria Atlanta Buckhead
Hilton Worldwide, Inc., Atlanta, GA, United States
Job Title
Communications Ambassador – Waldorf Astoria Atlanta Buckhead
Job Number
HOT0CH2J
Work Location
Waldorf Astoria Atlanta Buckhead, 3376 Peachtree Road NE, Atlanta, GA 30326
Job Description
The Communications Ambassador will be responsible for answering and responding to internal and external calls, and for providing general information regarding local entertainment, hotel hours of operation, services and facilities, hotel activations, and hotel reservations including room reservations, restaurant, and spa reservations.
Shift
Various - must have availability to work weekdays, weekends, and holidays.
Key Responsibilities
Answer the hotel’s internal telephone number and connect guests and team members to the correct telephone extension.
Greeting all callers with a warm and sincere greeting and utilizing the guest name when known.
Anticipating and recognizing individual guest needs.
Passing on requests in a timely and accurate manner to appropriate team members.
Delivering personalized wake‑up calls within two minutes of the agreed‑upon time in a clear and pleasant voice.
Attend daily shift line‑ups at the Front Office.
Execute all breakfast, lunch, dinner, and afternoon tea reservations for the café.
All callers will be asked for permission before being placed on hold; apologies will be made when returning to the line.
Make an acknowledgement before transferring or connecting a call.
Remain calm and communicate clearly with guests, management and team members in the event of an emergency.
Input and access data in a computer precisely and efficiently (HotSOS, OnQ, KIPSU, Open Table, Book4Time, Tok and e‑mail).
Assist front office with guests check‑ins and check‑outs when needed.
Focus attention on guest needs, remaining calm and courteous, and understand guests’ inquiries and provide clear and grammatically correct responses.
Maintain confidentiality of all guest information and pertinent hotel data.
Work well under pressure while completing multiple tasks within any given period of time.
Meet with departing Communications agent to review business status and follow‑up items.
Set up workstations with necessary supplies: maintain cleanliness throughout shift.
Answer telephone within three rings, using correct salutations, telephone etiquette and closing.
Advise guest of any messages, mail, faxes, etc., received for them; assist with sending guests folios.
Monitor telephone system problems and alert pertinent departments to correct said problems promptly to avoid guest dissatisfaction.
Assist in emergency situations as central communication center for hotel, receiving instruction from base post.
Required Qualifications
Strong written and verbal communication skills in English.
Basic computer and typing skills.
Able to multi‑task and remain composed at all times.
Strong desire to provide excellent guest service.
Ability to work well in a team environment.
Flexible schedule required to meet the demands of a 24‑hour operation, including weekends, mornings, afternoons, and holidays.
Professional appearance and demeanor at all times.
One‑year previous Communications or call‑center experience within a luxury hotel setting.
Multi‑lingual is preferred.
Professional and personable.
Core Values
Hospitality – delivering exceptional guest experiences.
Integrity – doing the right thing, all the time.
Leadership – leaders in industry and communities.
Teamwork – team players in everything we do.
Ownership – owner of our actions and decisions.
Now – operating with a sense of urgency and discipline.
Quality
Productivity
Customer Focus
Benefits
Access to your pay when you need it through DailyPay.
Medical insurance coverage for you and your family.
Mental health resources.
Best‑in‑class paid time off (PTO).
Go Hilton travel discount program.
Supportive parental leave.
Matching 401(k).
Employee stock purchase program (ESPP) – purchase Hilton shares at 15% discount.
Debt‑free education: access to a wide variety of educational credentials (ex. college degrees, high school completion, English‑language learning, digital literacy, professional certificates and more).
Career growth and development.
Team Member Resource Groups.
Recognition and rewards programs.
*Available benefits may vary depending upon property‑specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.
Schedule
Full‑time
Brand
Waldorf Astoria Hotels & Resorts
Job Category
Guest Services, Operations, and Front Office
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Communications Ambassador – Waldorf Astoria Atlanta Buckhead
Job Number
HOT0CH2J
Work Location
Waldorf Astoria Atlanta Buckhead, 3376 Peachtree Road NE, Atlanta, GA 30326
Job Description
The Communications Ambassador will be responsible for answering and responding to internal and external calls, and for providing general information regarding local entertainment, hotel hours of operation, services and facilities, hotel activations, and hotel reservations including room reservations, restaurant, and spa reservations.
Shift
Various - must have availability to work weekdays, weekends, and holidays.
Key Responsibilities
Answer the hotel’s internal telephone number and connect guests and team members to the correct telephone extension.
Greeting all callers with a warm and sincere greeting and utilizing the guest name when known.
Anticipating and recognizing individual guest needs.
Passing on requests in a timely and accurate manner to appropriate team members.
Delivering personalized wake‑up calls within two minutes of the agreed‑upon time in a clear and pleasant voice.
Attend daily shift line‑ups at the Front Office.
Execute all breakfast, lunch, dinner, and afternoon tea reservations for the café.
All callers will be asked for permission before being placed on hold; apologies will be made when returning to the line.
Make an acknowledgement before transferring or connecting a call.
Remain calm and communicate clearly with guests, management and team members in the event of an emergency.
Input and access data in a computer precisely and efficiently (HotSOS, OnQ, KIPSU, Open Table, Book4Time, Tok and e‑mail).
Assist front office with guests check‑ins and check‑outs when needed.
Focus attention on guest needs, remaining calm and courteous, and understand guests’ inquiries and provide clear and grammatically correct responses.
Maintain confidentiality of all guest information and pertinent hotel data.
Work well under pressure while completing multiple tasks within any given period of time.
Meet with departing Communications agent to review business status and follow‑up items.
Set up workstations with necessary supplies: maintain cleanliness throughout shift.
Answer telephone within three rings, using correct salutations, telephone etiquette and closing.
Advise guest of any messages, mail, faxes, etc., received for them; assist with sending guests folios.
Monitor telephone system problems and alert pertinent departments to correct said problems promptly to avoid guest dissatisfaction.
Assist in emergency situations as central communication center for hotel, receiving instruction from base post.
Required Qualifications
Strong written and verbal communication skills in English.
Basic computer and typing skills.
Able to multi‑task and remain composed at all times.
Strong desire to provide excellent guest service.
Ability to work well in a team environment.
Flexible schedule required to meet the demands of a 24‑hour operation, including weekends, mornings, afternoons, and holidays.
Professional appearance and demeanor at all times.
One‑year previous Communications or call‑center experience within a luxury hotel setting.
Multi‑lingual is preferred.
Professional and personable.
Core Values
Hospitality – delivering exceptional guest experiences.
Integrity – doing the right thing, all the time.
Leadership – leaders in industry and communities.
Teamwork – team players in everything we do.
Ownership – owner of our actions and decisions.
Now – operating with a sense of urgency and discipline.
Quality
Productivity
Customer Focus
Benefits
Access to your pay when you need it through DailyPay.
Medical insurance coverage for you and your family.
Mental health resources.
Best‑in‑class paid time off (PTO).
Go Hilton travel discount program.
Supportive parental leave.
Matching 401(k).
Employee stock purchase program (ESPP) – purchase Hilton shares at 15% discount.
Debt‑free education: access to a wide variety of educational credentials (ex. college degrees, high school completion, English‑language learning, digital literacy, professional certificates and more).
Career growth and development.
Team Member Resource Groups.
Recognition and rewards programs.
*Available benefits may vary depending upon property‑specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.
Schedule
Full‑time
Brand
Waldorf Astoria Hotels & Resorts
Job Category
Guest Services, Operations, and Front Office
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