Careline Agent

CareLine Agent

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's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Careline Agent organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures.

**What will I be doing?**

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

- Actively seeking verbal feedback from customers and team members at every opportunity.
- 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.
- Handle complaints promptly and efficiently, taking the necessary action and informing the Front Office Manager to follow-up where appropriate.
- Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
- Positively deal with and learn from customers' complaints and comments with follow-up and feedback to the Duty Managers.
- Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
- Handle all internal and external guest enquiries promptly with mínimal 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.
- Be proactive towards customers, assisting them with any reasonable requests.
- Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
- Coordinate with the Housekeeping and Engineering departments to ensure cleaning is followed up, ensuring that follow-up procedures are maintained.
- Communicate effectively with F&B; and Kitchen teams to ensure in-room dining's quality and effectiveness.
- Ensure that the shift is reviewed, handovers and briefings are carried out.
- Carry out any other reasonable duties and responsibilities as requested by the Communication Supervisor.
- Keep up to date about departmental, hotel and company 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.
- Following company control procedures, controlling costs without compromising standards.
- Understand relevant Health & Safety legislations and their implications on the operation of the department, communicating to the team their responsibilities within Health & Safety.
- Ensure that safe and healthy working practices are implemented at all times.
- Adhere to the hotel's 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?**

CareLine 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:

- Maintain a high customer service focus by approaching your job with the customers always in mind.
- Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers 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.
- Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.
- Able to maintain excellent relations with team members.
- Able to work under great physical and mental pressure.
- Actively promote the services and facilities of Hilton brands to guests