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

\n

What will I be doing?

\n

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

\n\nProcess all incoming and outgoing calls accurately and courteously\nRecords and controls accurately wake up calls\nPages guests in co-operation with concerned departments\nAssists guests with international calls and directory queries\nCalls guests by name whenever possible\nPages staff member when requested\nAbides by principles of guest privacy\nHandles guests' needs or requests and reports complaints to the Supervisor\nReport on logbook daily\nBill call costs\nAware of local telephone listings and frequently dialed numbers\nAdvises defects on switchboard equipment to Supervisor\nAttends to all guest queries and requests promptly\nMaintains detailed knowledge of the Hotel's fire, life and safety system\nMaintain Hotel Information\nProvide secretarial services for guests\nEfficient in the use of all business center equipment\nUpdate traffic sheets accurately\nHandle complaints promptly and follow up thoroughly on action taken\nPromote in house service and facilities\nUpdate airline schedules and guides the guest whenever requested\nCo-ordinate the reservations of meeting rooms\nAdvise to Supervisor all stationary needs in advance\nEnsure cleanliness of work area and clean your work area prior to departing\nReport daily activities in logbook\n\n

Occupational Health and Safety Responsibilities:

\n\nDemonstrate Awareness of Hilton policies and procedures and ensure all procedures are conducted safely and within Hilton guidelines\nBe familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly\nInitiate action to correct a hazardous situation and notify supervisors of potential dangers\nLog security incidents and accidents in accordance with hotel requirements\n

What are we looking for?

\n

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:

\n

Drive for Results:

\n\nCompete against a standard of excellence by setting high performance standards and pursuing aggressive goals\nStrive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles\n\n

Understanding the Business:

\n\nDemonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information\nAdheres to Hilton Corporate Code of Conduct, Employee Handbook and Hotel policies\nDemonstrates an understanding of competitors' major strengths and weaknesses\nEstablishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations\nHas a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable\n\n

Hospitality:

\n\nDemonstrates an understanding of competitors' major strengths and weaknesses\nEstablishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations\nHas a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable\n\n

Teamwork:

\n\nDemonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results\nActively participate in wider hotel meetings\nInteract with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication\n\n

 

\n

Adaptability:

\n\nBe comfortable and effective in an environment of ambiguity or change\nBe receptive to new ideas and respond to workplace changes in a flexible and optimistic manner\nComplete tasks as directed by Management\n\n

Developing Self:

\n\nDevelop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements\nSeek feedback on areas of shortfall\nMaximize opportunities for self-development\n\n

Reliability:

\n\nEnsure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision\nFollow standards, policies and procedures\nMeet hotel attendance and grooming standards\n\n

Cultural Awareness:

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

What will it be like to work for Hilton?

\n

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!

\n