Job Description

What will it be like to work for this Hilton Niagara Falls/Fallsview?

One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. Hilton remains an innovative forward-thinking hospitality leader by offering best-in-class products, services and amenities to ensure that every guest feels cared for, valued and respected.

If you understand the importance of upholding a brand reputation and what it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts.

What will I be doing?

The Call Centre Representative will serve as the first line of inquiry whether for hotel switchboard, room reservations, or room service within the hotel. This Team Member will work with trend data to respond to Guest and customer inquiries appropriately, so to develop strong relationships and maximize revenue opportunities. The Call Centre Representative will be responsible for directing callers to internal extensions/departments; properly assisting callers with finding the best accommodations to suit their travelling needs through room type and price range; accurately assisting with room service orders both on phone and inputting in POS. While reporting directly to the Reservations Manager, the Call Centre Representative will ensure callers are getting correct and accurate information while maintaining a pleasant and understanding tone and telephone manner. This role is required to be proficient with computers/data input, utilize proper selling techniques through up selling, cross selling and down selling, ability to problem solve quickly and passion for hospitality. The successful candidate must have knowledge of hotel rooms, services, and amenities


What are we looking for?

Call Centre Representative serving Hilton Worldwide Brand hotels and vacations are always working on behalf of our Guests and working with other Team Members. We look for demonstration of these values:

H Hospitality – We’re passionate about delivering exceptional guest experiences
I  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
O Ownership – We’re the owners of our actions and decisions
Now – We operate with a sense of urgency and discipline


  • Previous call center experience is an asset
  • Guest Service experience


  • Superb interpersonal and communication skills
  • Proficient computer skills
  • Fast typing speed and accuracy
  • Effective problem-solving ability
  • Strong ability to multi-task
  • Friendly and professional telephone manner


Physical Demands

  • The Call Centre Representative will be required to sit for long periods of time


  • Required to provide a certificate proving completion of the Health and Safety Awareness Training for Workers (e-course provided by the Ministry of Labour)
  • Must be able to complete a Criminal Background Check to the hotel’s satisfaction.

This job posting is not exclusive or exhaustive list of all job functions that a Call Centre Representative will be asked to perform from time to time. This list is only a sample; a Call Centre Representative may be required to perform other duties.

How to Apply

Please send resumes to the following email address, indicating the position you are applying for: