Receives hotline calls from guests and records issues. Ensures resolution of guest challenges including referral to appropriate departments. Records guest complaints for future analyses. Oversees administration of Guest Comment Cards.
What will I be doing?
As a Guest Service Hotline Agent, you would be responsible to answer phone calls in a courteous and efficient manner, assisting guests and team members with any questions concerns or requests and to dispatch requests to the appropriate departments. Specifically, you would be responsible for performing the following tasks to the highest standards:
Utilizes guest service and communication skills to answer calls from guests, offices and other departments in a pleasant voice, using clear, verbal English and or Japanese communication.
Utilizes the telephone and mobile phone system to dispatch requests or needs to Housekeeping and Maintenance Team Members as well as any hotel team member required in response to the guest and team member requests.
Dispatches work orders from the computer to ensure the appropriate and timely delegation of services.
Fields guest complaints and problems, empathetically listening to the guest and responding to their needs, researching to develop the effective solution.
Ensures that all requests for services are answered within 15 minutes from receipt of call. Follows-up with guests and/or departments to give feedback on the status of their requests.
Utilizes the computer to generate tracking and log reports on a daily, weekly, monthly and/or annual basis. Analyzes, sorts and organizes data as required.
Maintains, organizes and retrieves files of records, work orders, reports and other papers related to the Guest Services department. This involves lifting or transporting objects or files up to 50 lbs. to level of up to 6 feet high.
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
Hospitality - We're passionate about delivering exceptional guest experiences.
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.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
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!