Guest Service Hotline Agent

Hilton Hawaiian Village Waikiki Beach Resort is looking to hire a Guest Service Hotline Agent! Located on the widest stretch of beach in Waikiki. This is a perfect opportunity for someone that has the drive and passion for providing memorable experiences for guests!

Our oceanfront hotel has 5 hotel towers and over 150,000 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 papers related to the Guest Services department.  This involves lifting or transporting objects or files up to 50 lbs. to level up to 6 feet high.

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 – We’re passionate about delivering exceptional guest experiences.
• Integrity – We do the right thing, all the time.
• Leadership – We’re leaders in our industry and in our communities.
• Teamwork – We’re team players in everything we do.
• Ownership – We’re 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?

https://jobs.hilton.com/apac/en/job/HOT0BWUO/Guest-Service-Hotline-Agent-Hilton-Hawaiian-Village-Waikiki-Beach-Resort