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. 

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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.  

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Position Summary

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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.

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What will I be doing?

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As the Call Centre Executive, you will be responsible for performing the following tasks to the highest standards:

\n\nActively seeking verbal feedback from customers and team members at every opportunity.\nAgree on and implement actions to make improvements to customer service.\nPromote 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.\nMaximize sales and revenue for the hotel by maintaining a sales attitude at all times.\nPositively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related Communications Manager / Duty Manager.\nFollow-up with guests to ensure satisfaction with problem resolution (service recovery).\nMaintain guest history records to assist with returning guests.\nMake sure all guest requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.\nBe available to assist on duty in the hotels during any busy days or special events.\nBe proactive towards guests, assist them with any reasonable requests, and train all team members to anticipate guests’ needs.\nHandle 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.\nEffectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.\nBe up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.\nHandle 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.\nEnsure that we provide on time wake-up call services for hotel guests.\nKnowledgeable 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.\nFamiliar with hotel operating system especially OnQ PM, Kipsu, HotSOS, PBX, table management system and Micros system.\nTake on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.\nRecord 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.\nDescribe, assign and delegate duties and authorities for the operation of the department at all times.\nKnowledgeable of hotel and departmental KPIs especially SALT and Hilton Honors enrolment. Assisting Communications Manager to drive result to the maximum.\nPlan and coordinate with the team, ensure adequate resources are available.\nCoordinate with relevant departments to ensure request is followed-up and ensures follow-up procedures are maintained.\nCommunicate effectively with the F&B and Culinary teams to ensure in-room dining quality is as per hotel standard.\nBe completely familiar with all emergency procedures and the fire system, ensuring that all Communications team members are familiar with the procedures too.\nEnsure handovers information to the next shift.\nMaintain in-depth technical knowledge and skills required for the job.\nMaintain guest histories to assist with returning guests.\nAttend and participate in regular operational and hotel meetings.\nCarry out any other reasonable duties and responsibilities as requested by the Communications Manager.\nUnderstand the goals of the hotel and the department’s role in achieving them, communicating the goals to the team.\nUnderstand departmental objectives for self and team, and work together to achieve the goal accordingly.\nKeep 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.\nBe aware of potential highs and lows in the business.\nComplete regular financial and operating reports, as required or requested by the Communications Manager.\nFollow company control procedures, controlling costs without compromising standards.\nKeep self up to date and Introduce appropriate product knowledge courses to the team.\nUnderstand relevant Health & Safety legislations and their implications on the department’s operation.\nCommunicate to the team their responsibilities within Health & Safety, ensuring that safe and healthy working practices are implemented at all times.\nMaintain personal presentation to hotel and Hilton standards.\nEnsure that all reporting and servicing deadlines are met on a timely basis.\nAdhere to the hotel’s security and emergency policies and procedures.\nCarry out any other reasonable duties and responsibilities as assigned.\n

What are we looking for? 

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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:

\n\n\n\tMinimum 1 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.\n\tMaintain a high customer service focus by approaching your job with the customers always in mind.\n\tPositively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.\n\tMotivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.\n\tMaintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.\n\tContribute ideas and suggestions to enhance operational / environmental procedures in the hotel.\n\tGood organization and coordination skills.\n\tStrong sense of responsibility and self-motivation.\n\tPatient and responsible to solve all problems.\n\tAble to work under great physical and mental pressure.\n\tActively promote the services and facilities of Hilton brands to guests and suppliers of the hotel.\n\tPerform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.\n\n\n

What will it be like to work for Hilton? 

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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!