Guest Service Hotline Agent

3 months ago

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

The Hilton Hawaiian Village, located on 22 acres along Waikiki’s widest stretch of beach is where our Team Members love being a part of our award-winning culture. From a friendly workplace environment to competitive health benefits, career growth opportunities and our Go Hilton travel discount program.

In addition, you will find our Aloha Spirit throughout every corner of our property. Join our amazing team where we know that you’ll love being a part of the Hilton team that was ranked #1 on Great Places to Work and on Fortune’s World’s Best Workplaces list 

Classification: Full Time

Shift: Varies between 6:30am - 11:00pm. Must have open availability to work weekdays, weekends and holidays.

Pay range: $24.81 – $31.01

Fluent conversational Japanese and English language required.

What will I be doing?

Guest Service Hotline Agent (Japanese/English Linguist) receives hotline calls from guests and team members and records all issues. Ensures resolution of guest challenges including referral to appropriate departments. Records guest complaints for future analyses. Oversees administration of Guest Comment Cards. 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?

    • Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
    • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
    • Ability to stand and move throughout front office and continuously perform essential job functions.
    • Ability to read, listen and communicate effectively in English and Japanese, both verbally and in writing.
    • Ability to access and accurately input information using a complex computer system as well as processing and using reports. 
    • Hearing and visual ability to observe and detect signs of emergency situations.
    • Ability to grasp, lift and/or carry a maximum of 50 lbs.

      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

      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. Hilton offers its eligible team members a comprehensive benefits package including:

      • 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.

        Source: Hospitality Online

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