Overview
Telephone Operator –
Waldorf Astoria London – Admiralty Arch is seeking a Telephone Operator to join the pre-opening team for this highly anticipated new luxury hotel opening later this year.
This is a unique opportunity for an experienced luxury hospitality leader to join the founding team and help shape the guest experience at this landmark hotel.
Located at the end of The Mall opposite Buckingham Palace, Waldorf Astoria London – Admiralty Arch will feature 100 elegant rooms and suites and 17,500 sqft of private residences. The hotel will open with two signature restaurants – Coreus by Clare Smyth and Café Boulud by Daniel Boulud – bringing together two of the world’s most celebrated Michelin-starred chefs. Guests will also enjoy a world-class spa, state-of-the-art fitness facilities, and a collection of grand event spaces, including a ballroom for up to 320 guests.
Waldorf Astoria Hotels & Resorts is Hilton’s flagship luxury brand, known for its timeless elegance, iconic properties, and sincerely elevated service that delivers bespoke, once-in-a-lifetime experiences in the world’s most sought-after destinations.
WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2026
Proudly voted by our Team Members
A World of Rewards
- Complimentary, nourishing meals provided while on duty
- Exceptional development programmes, designed to support and accelerate your growth at every stage
- Opportunities to make a meaningful impact through our industry-leading Corporate Responsibility initiatives
- Team Member Travel Programme, offering exclusive discounted stays and 50% off food & beverage
- High street savings through Perks at Work
- 28 days’ holiday, including bank holidays, rising to 33 days with length of service
We are looking for hospitality professionals who are passionate about delivering an exceptional fives star guest experience, consistently upholding the worldclass service standards recognised by Forbes.
Here’s what you’ll do during a typical day:
Telephone Operator professionally receives, conveys, and responds to all guest and management communications, including enquiries and emergency situations. Leveraging a refined knowledge of hotel facilities, services, and the surrounding area, the role ensures prompt, accurate, and seamless responses that enhance the guest experience.
As a Telephone Operator, you will serve as a key point of connection for both guests and internal stakeholders, managing all communications with discretion, efficiency, and poise. As a contributor to guests’ first impressions of the hotel, the Switchboard Telephonist is expected to perform all duties to the highest standards of ultra-luxury hospitality.
- Resolving guest enquiries efficiently while achieving consistently positive outcomes
- Accurately receiving, recording, and delivering all guest and management messages in a timely manner
- Ensuring all wake-up calls are delivered precisely at the requested time
- Maintaining in-depth knowledge of all hotel facilities and services, confidently promoting offerings through refined upselling where appropriate
- Managing emergency calls immediately, calmly relaying clear and accurate information in accordance with hotel protocols
- Always demonstrating exceptional service etiquette and professionalism
- Adhering strictly to hotel security procedures, fire regulations, and health and safety legislation
- Participating in training and development programmes as required to maintain service excellence
- Displaying comprehensive knowledge of local attractions, landmarks, and the surrounding area to enhance the guest experience
- Upholding all company and brand service standards
- Providing support to other departments when required, ensuring seamless hotel operations
What are we looking for?
Telephone Operators serving Hilton’s luxury brands represent the hotel at every interaction and work in close collaboration with fellow Team Members. To excel in this role, you will demonstrate the following attitudes, behaviours, and capabilities:
- A consistently positive and polished telephone manner, with exceptional verbal communication skills
- A strong commitment to delivering personalised, high-touch guest service
- The ability to work independently while contributing effectively within a team environment
- A competent level of IT and system proficiency
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Prior experience within a luxury or ultra-luxury hospitality or service-led environment is highly desirable.
What It Takes to Make the Stay
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.
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests-we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career-and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay-we’re a great place to work.
Exact Location: London, United Kingdom
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
