Hilton is looking for a Care Line Agent to join our team. In this role, you will be responsible for processing all incoming and outgoing calls accurately and courteously, directly contributing to the impressions of our Guests. You will handle guest needs, requests, and complaints, and perform various administrative and support tasks as part of our mission to fill the earth with the light and warmth of hospitality.

What You'll Do

Process all incoming and outgoing calls accurately and courteously
Record and control wake up calls
Page guests in co-operation with concerned departments
Assist guests with international calls and directory queries
Call guests by name whenever possible
Page staff members when requested
Abide by principles of guest privacy
Handle guests' needs or requests and report complaints to the Supervisor
Report on logbook daily
Bill call costs
Maintain awareness of local telephone listings and frequently dialed numbers
Advise defects on switchboard equipment to Supervisor
Attend to all guest queries and requests promptly
Maintain detailed knowledge of the Hotel's fire, life and safety system
Maintain Hotel Information
Provide secretarial services for guests
Be 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 guide the guest whenever requested
Co-ordinate the reservations of meeting rooms
Advise Supervisor of all stationary needs in advance
Ensure cleanliness of work area and clean your work area prior to departing
Report daily activities in logbook
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 We're Looking For

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
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
Adhere to Hilton Corporate Code of Conduct, Employee Handbook and Hotel policies
Demonstrate an understanding of competitors' major strengths and weaknesses
Establish and interpret key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations
Have a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable
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
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
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
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
Understand and take into account the global nature of the business; work effectively with colleagues from different viewpoints, cultures and countries