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Guest Service Hotline Agent

4 months ago

Honolulu, United States Hilton Hawaiian Village Waikiki Beach Resort Full time
Description

Hilton Hawaiian Village is Waikiki's only true resort destination located on the widest stretch of beach in Waikiki. You'll have daily views of Duke Kahanamoku Beach. Enjoy fun perks such as free meals during shifts PLUS discounted hotel room stays for you and your family WORLDWIDE Join the fun TODAY

Join Hilton and experience a wonderful career with the #1 World's BEST WORKPLACE

        Classification: Full Time         Shift: Various (AM/MID). Must have ability to provide 5 days scheduling availability (weekdays/weekends/holidays required).            Language: Required to be able to speak, read, write both in Japanese and English language. 

What will I be doing?

As a Guest Service Hotline Agent (Japanese/English Linguist), you would be responsible to answer phone calls in a courteous and efficient manner, assisting guests and team members with any questions concerns 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 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 the effective solution. 
  • 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 of up to 6 feet high. Requirements

    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?

        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 travelers 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

        The Benefits - Hilton is proud to have an award-winning workplace culture ranking #1 Best Company To Work For in the U.S.

        We 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 your pay when you need it through DailyPay
      •         Health insurance 
      •         Career growth and development 
      •         Team Member Resource Groups
      •         Recognition and rewards programs
      •         Go Hilton travel discount program 
      •         Best-in-Class Paid Time Off (PTO)  
      •         Supportive parental leave
      •         Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
      • Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)

        *Please note, benefits may vary depending on the classification and union status of the position.

        Hourly Wage Range: $24.81 - $31.01

        Source: Hospitality Online