Careline - Operator
Position Statement (if any)
The Operator 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? Position Summary (bullet points)
As the Operator, 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.
· Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate.
· Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
· Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Communication Supervisor.
· Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
· 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.
· 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.
Be proactive towards customers, assisting them with any reasonable requests.
Job Type: Full-time
Benefits:
- Additional leave
- Dental insurance
- Free parking
- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance
Schedule:
- Rotational shift
Supplemental Pay:
- Overtime pay
Ability to commute/relocate:
- Lumut: Reliably commute or planning to relocate before starting work (Required)