Care Line Agent

A Care Line Agent is responsible for processing all incoming and outgoing calls accurately and courteously.

What will I be doing?

A Care Line Agent contributes to the impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Process all incoming and outgoing calls accurately and courteously

Records and controls accurately wake up calls

Pages guests in co-operation with concerned departments

Assists guests with international calls and directory queries

Calls guests by name whenever possible

Pages staff member when requested

Abides by principles of guest privacy

Handles guests' needs or requests and reports complaints to the Supervisor

Report on logbook daily

Bill call costs

Aware of local telephone listings and frequently dialed numbers

Advises defects on switchboard equipment to Supervisor

Attends to all guest queries and requests promptly

Maintains detailed knowledge of the Hotel's fire, life and safety system

Maintain Hotel Information

Provide secretarial services for guests

Efficient in the use of all business center equipment

Update traffic sheets accurately

Handle complaints promptly and follow up thoroughly on action taken

Promote in house service and facilities

Update airline schedules and guides the guest whenever requested

Co-ordinate the reservations of meeting rooms

Advise to Supervisor all stationary needs in advance

Ensure cleanliness of work area and clean your work area prior to departing

Report daily activities in logbook

Occupational Health and Safety Responsibilities:

Demonstrate Awareness of Hilton policies and procedures and ensure all procedures are conducted safely and within Hilton guidelines

Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly

Initiate action to correct a hazardous situation and notify supervisors of potential dangers

Log security incidents and accidents in accordance with hotel requirements

What are we looking for?

Care Line Agents serving Hilton brands are 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:

Drive for Results:

Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals

Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles

Understanding the Business:

Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information

Adheres to Hilton Corporate Code of Conduct, Employee Handbook and Hotel policies

Demonstrates an understanding of competitors' major strengths and weaknesses

Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations

Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable

Hospitality:

Demonstrates an understanding of competitors' major strengths and weaknesses

Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations

Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable

Teamwork:

Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results

Actively participate in wider hotel meetings

Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication

Adaptability:

Be comfortable and effective in an environment of ambiguity or change

Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner

Complete tasks as directed by Management

Developing Self:

Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements

Seek feedback on areas of shortfall

Maximize opportunities for self-development

Reliability:

Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision

Follow standards, policies and procedures

Meet hotel attendance and grooming standards

Cultural Awareness:

Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries.

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!

Schedule: Full-time