Communications Centre 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 Communication Centre Supervisor 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 Communication Centre Supervisor, 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.

• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related Communication Manager / Guest Service Manager.

• Handle complaints promptly and efficiently, taking the necessary action and informing the Communication Manager / Guest Service Manager to follow-up where appropriate.

• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).

• Maintain guest history records to assist with returning guests.

• Make sure all customer 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 customers, assisting them with any reasonable requests, and training all team members to see these things before the customers ask.

• 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.

• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.

https://jobs.hilton.com/apac/en/job/HOT0BLMQ/Communications-Centre-Agent