Job Description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it\xe2\x80\x99s with Hilton where we never forget the reason we\'re here: to delight our guests, Team Members, and owners alike.

Position Statement

The Call Centre Agent ensures that all communications relating to the hotel both external and internal are actioned efficiently in a professional and courteous manner and in line with Hilton and the hotel policies and procedures during the assigned shift.

What will I be doing?

As the Call Centre Agent, you will be responsible for performing the following tasks to the highest standards:

• Actively seeking verbal feedback from guests and team members at every opportunity.
• Make recommendation to improve guest service and follow through with improvements identified.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Maximize sales and revenue for the hotel by maintaining a sales attitude at all times.
• Positively deal with and learn from guests\xe2\x80\x99 complaints and comments with follow-up and feedback to the related Communications Manager/ Duty Manager.
• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
• Maintain guest history records to assist with returning guests.
• Make sure all guest requests and queries are responded to promptly and effectively.
• Be available to assist on duty in the hotels during any busy days or special events.
• Be proactive towards guests, assist them with any reasonable requests, and to anticipate guests\xe2\x80\x99 needs.
• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.
• Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.
• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
• Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.
• Ensure that we provide on time wake-up call services for hotel guests.
• Knowledgeable of Hilton\xe2\x80\x99s departmental standards and run the Telecommunication Centre as a Communications Centre according to brand standards, explaining standards to the team.
• Familiar with hotel operating system especially OnQ PM, Kipsu, HotSOS, PBX, table management system and Micros system.
• Record all equipment and be familiar with the system and functions, resuming the role as the person in charge of the section during the absence of the Communications Manager.
• Understand what\xe2\x80\x99s going on in the hotel and its implication for the department.
• Plan and coordinate with the team, ensure adequate resources are available.
• Coordinate with relevant departments to ensure request is followed-up and ensures follow-up procedures are maintained.
• Communicate effectively with the F&B and Culinary teams to ensure in-room dining quality is as per hotel standard.
• Be completely familiar with all emergency procedures and the fire system, ensuring that all Communications team members are familiar with the procedures too.
• Ensure handovers information to the next shift.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain guest histories to assist with returning guests.
• Attend and participate in regular operational and hotel meetings.
• Carry out any other reasonable duties and responsibilities as requested by the Communications Manager.
• Understand the goals of the hotel and the department\xe2\x80\x99s role in achieving them, communicating the goals to the team.
• Understand departmental objectives for self and team, and work together to achieve the goal accordingly.
• Be keep up to date about departmental and hotel activities through regular communication meetings and memos including special events and promotions in the restaurants and bars.
• Be aware of potential highs and lows in the business.
• Assist with regular financial and operating reports, as required or requested by the Communications Manager.
• Follow company control procedures, controlling costs without compromising standards.
• Keep up to date and share appropriate product knowledge/ courses to the team.
• Understand relevant Health & Safety legislations and their implications on the department\xe2\x80\x99s operation.
• Maintain personal presentation to hotel and Hilton standards.
• Ensure that all reporting and servicing deadlines are met on a timely basis.
• Adhere to the hotel\xe2\x80\x99s security and emergency policies and procedures.
• Carry out any other reasonable duties and responsibilities as assigned.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Call Centre Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Minimum 1 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
• Understand basic spoken English to meet business needs.
• Maintain a high guest service focus by approaching your job with the guests always in mind.
• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both guests and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.
• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Good organization and coordination skills.
• Strong sense of responsibility and self-motivation.
• Patient and responsible to solve all problems.
• Able to work under great physical and mental pressure.
• Actively promote the services and facilities of Hilton brands to guests and suppliers of the hotel.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Hilton