Guest Service Hotline Agent Hilton Hawaiian Village Waikiki Beach Resort
Guest Service Hotline Agent Hilton Hawaiian Village Waikiki Beach Resort
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Job Description
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 - Were passionate about delivering exceptional guest experiences.
Integrity - We do the right thing all the time.
Leadership - Were leaders in our industry and in our communities.
Teamwork - Were team players in everything we do.
Ownership - Were 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:
Quality
Productivity
Dependability
Customer Focus
Adaptability
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 accommodation 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!
Our oceanfront hotel has 5 hotel towers and over 150000 square feet of indoor and gorgeous outdoor event spaces. Join us and see why Hilton is ranked the best hospitality brand to work for!
Shift Pattern:AM PM
Pay Range: $26.01 - $32.51
The ideal candidate will have:
1 year working customer service background.
Ability to operate multi-line telephone.
Hotel industry knowledge will be beneficial.
The Benefits Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment thanks to innovative programs and benefits such as:
Access to pay when you need it through DailyPay
Medical Insurance Coverage for you and your family
Mental health resources including Employee Assistance Program
Best-in-Class Paid Time Off (PTO)
Go Hilton travel program: 100 nights of discounted travel
Parental leave to support new parents
Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education including: college degrees and professional certifications*
401K plan and company match to help save for your retirement
Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
Career growth and development
Team Member Resource Groups
Recognition and rewards programs
* Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.
What will I be doing
As a Guest Service Hotline Agent you would be responsible for answering phone calls in a courteous and efficient manner assisting guests and team members with any questions concerning 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 the 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 effective solutions.
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 papersrelated to the Guest Services department. This involves lifting or transporting objects or files up to 50 lbs. to level up to 6 feet high.
EOE/AA/Disabled/Veterans
Required Experience:
Unclear Seniority
Employment Type
Full-Time
