Position
Summary
The Call Centre
Executive ensures that all communications relating to the hotel both external
and internal are actioned efficiently in a professional and courteous manner
and in line with Hilton and the hotel policies and procedures during
the assigned shift.
What will I be doing?
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white-space: normal; widows: 2; word-spacing: 0px;">As the Call Centre
Executive, 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.
Agree on and implement actions to make improvements to customer
service.
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.
Maximize sales
and revenue for the hotel by maintaining a sales attitude at all
times.
Positively deal with and learn from customers’ complaints and comments
with follow-up and feedback to the related Communications Manager / Duty
Manager.
Follow-up with guests to ensure satisfaction with problem resolution
(service recovery).
-
style="margin-left: 0px;">Maintain guest history records to assist
with returning guests. -
style="margin-left: 0px;">Make sure all guest requests and queries are responded
to promptly and effectively while assisting on the floor during peak periods
each day. Be
available to assist on duty in the hotels during any busy days or special
events.
Be
proactive towards guests, assist them with any reasonable requests, and train
all team members to anticipate guests’ needs.
Handle all internal and external guest
enquiries promptly with minimal 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.
-
style="margin-left: 0px;">Be up to date with information on facilities,
attractions, places of interests, sights and activities in and around
the hotel. Handle and deliver all messages in a private and confidential manner,
ensuring privacy for guests and ensure that the messages are received
and delivered clearly, accurately and in a timely manner.
Ensure that we provide
on time wake-up call services for hotel guests.
Knowledgeable of Hilton’s departmental
standards and run the Telecommunication Centre as a Communications Centre
according to brand standards, explaining standards to the team, assess their
performance against these standards and monitor standards through regular
standards review checks.
-
style="margin-left: 0px;">Familiar with hotel operating system especially OnQ
PM, Kipsu, HotSOS, PBX, table management system and Micros system.
style="line-height: 1.25;">Take on an active role
in the team by being kind, cooperative, and helpful and never forgetting
the person behind the guest.
-
style="margin-left: 0px;">Record all equipment and be familiar with the system
and functions, resuming the role as the person in charge of the section during
the absence of the Communications Manager. Describe, assign and delegate duties
and authorities for the operation of the department at all times.
Knowledgeable of hotel
and departmental KPIs especially SALT and Hilton Honors enrolment. Assisting
Communications Manager to drive result to the maximum.
style="line-height: 1.25;">Plan and coordinate
with the team, ensure adequate resources are available.
style="line-height: 1.25;">Coordinate with relevant
departments to ensure request is followed-up and ensures follow-up procedures
are maintained.
Communicate effectively with the F&B and Culinary teams to ensure
in-room dining quality is as per hotel standard.
Be completely familiar with all emergency
procedures and the fire system, ensuring that all Communications team members
are familiar with the procedures too.
-
style="margin-left: 0px;">Ensure handovers information to the next
shift. Maintain in-depth technical knowledge and skills required for
the job.
Maintain guest histories to assist with returning guests.
Attend and participate
in regular operational and hotel meetings.
Carry out any other reasonable duties
and responsibilities as requested by the Communications Manager.
Understand the goals
of the hotel and the department’s role in achieving them, communicating
the goals to the team.
-
style="margin-left: 0px;">Understand departmental objectives for self and team,
and work together to achieve the goal accordingly.
style="line-height: 1.25;">Keep the team 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.
Complete regular
financial and operating reports, as required or requested by the Communications
Manager.
Follow company control procedures, controlling costs without compromising
standards.
Keep self up to date and Introduce appropriate product knowledge courses
to the team.
Understand relevant Health & Safety legislations and their
implications on the department’s operation.
Communicate to the team their
responsibilities within Health & Safety, ensuring that safe and healthy
working practices are implemented at all times.
Maintain personal presentation to hotel
and Hilton standards.
-
style="margin-left: 0px;">Ensure that all reporting and servicing deadlines
are met on a timely basis. -
style="margin-left: 0px;">Adhere to the hotel’s security and emergency policies
and procedures.
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What are we looking
for? A Call Centre Executive 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:
Minimum 1
years of experience in the same position in a 5-star international branded hotel
or comparable industry related experience.
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.
-
style="margin-left: 0px;">Motivated and committed, approaching all tasks
with enthusiasm and seizing opportunities to learn new skills or knowledge
in order to improve personal performance. Maintain high team focus by showing
co-operation and support to colleagues in the pursuit of team goals.
Contribute ideas
and suggestions to enhance operational / environmental procedures in
the hotel.
Good organization and coordination skills.
Strong sense of responsibility
and self-motivation.
-
style="margin-left: 0px;">Patient and responsible to solve all
problems. Able to work under great physical and mental pressure.
Actively promote
the services and facilities of Hilton brands to guests and suppliers of
the hotel.
Perform all duties and responsibilities in a manner that ensures your
safety and that of others in your workplace.
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{237}" paraid="650600818"
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text-decoration-color: initial; text-decoration-style: initial;
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What will it be like
to work for Hilton?
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{241}" paraid="279928393"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
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letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">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 travellers 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!
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{157}" paraid="55995132"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">
What are we looking
for? A Call Centre Executive 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:
Minimum 1
years of experience in the same position in a 5-star international branded hotel
or comparable industry related experience.
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.
-
style="margin-left: 0px;">Motivated and committed, approaching all tasks
with enthusiasm and seizing opportunities to learn new skills or knowledge
in order to improve personal performance. Maintain high team focus by showing
co-operation and support to colleagues in the pursuit of team goals.
Contribute ideas
and suggestions to enhance operational / environmental procedures in
the hotel.
Good organization and coordination skills.
Strong sense of responsibility
and self-motivation.
-
style="margin-left: 0px;">Patient and responsible to solve all
problems. Able to work under great physical and mental pressure.
Actively promote
the services and facilities of Hilton brands to guests and suppliers of
the hotel.
Perform all duties and responsibilities in a manner that ensures your
safety and that of others in your workplace.
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{237}" paraid="650600818"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">
What will it be like
to work for Hilton?
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{241}" paraid="279928393"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">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 travellers 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!
paraid="55995132" style="-webkit-text-stroke-width: 0px; background-color:
rgb(255, 255, 255); color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px;
font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal;
font-weight: 400; letter-spacing: normal; margin: 0px 0px 12px; orphans: 2;
text-align: justify; text-decoration-color: initial; text-decoration-style:
initial; text-decoration-thickness: initial; text-indent: 0px; text-transform:
none; white-space: normal; widows: 2; word-spacing: 0px;">
What are
we looking for? A Call Centre Executive 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:
Minimum 1
years of experience in the same position in a 5-star international branded hotel
or comparable industry related experience.
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.
-
style="margin-left: 0px;">Motivated and committed, approaching all tasks
with enthusiasm and seizing opportunities to learn new skills or knowledge
in order to improve personal performance. Maintain high team focus by showing
co-operation and support to colleagues in the pursuit of team goals.
Contribute ideas
and suggestions to enhance operational / environmental procedures in
the hotel.
Good organization and coordination skills.
Strong sense of responsibility
and self-motivation.
-
style="margin-left: 0px;">Patient and responsible to solve all
problems. Able to work under great physical and mental pressure.
Actively promote
the services and facilities of Hilton brands to guests and suppliers of
the hotel.
Perform all duties and responsibilities in a manner that ensures your
safety and that of others in your workplace.
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{237}" paraid="650600818"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">
What will it be like
to work for Hilton?
paraeid="{b0d4b3ab-8ad7-48d5-9d20-dbff823d0151}{241}" paraid="279928393"
style="-webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);
color: rgb(0, 0, 0); font-family: Arial; font-size: 13.02px; font-style: normal;
font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400;
letter-spacing: normal; margin: 0px 0px 12px; orphans: 2; text-align: justify;
text-decoration-color: initial; text-decoration-style: initial;
text-decoration-thickness: initial; text-indent: 0px; text-transform: none;
white-space: normal; widows: 2; word-spacing: 0px;">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 travellers 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!
