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Care Line Agent

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Hilton

1mo ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
  • Dubai

AI generated summary

  • You must handle calls courteously, assist guests, know hotel policies, support team efforts, adapt to changes, and maintain high service standards while ensuring a clean workspace.
  • You will manage calls, assist guests with inquiries, maintain logbooks, and ensure safety protocols while promoting hotel services and coordinating reservations.

Requirements

  • Process all incoming and outgoing calls accurately and courteously
  • Records and controls accurately wake up calls
  • Pages guests in co-operation with concerned departments
  • Assists guests with international calls and directory queries
  • Calls guests by name whenever possible
  • Pages staff member when requested
  • Abides by principles of guest privacy
  • Handles guests' needs or requests and reports complaints to the Supervisor
  • Report on logbook daily
  • Bill call costs
  • Aware of local telephone listings and frequently dialed numbers
  • Advises defects on switchboard equipment to Supervisor
  • Attends to all guest queries and requests promptly
  • Maintains detailed knowledge of the Hotel's fire, life and safety system
  • Maintain Hotel Information
  • Provide secretarial services for guests
  • Efficient in the use of all business center equipment
  • Update traffic sheets accurately
  • Handle complaints promptly and follow up thoroughly on action taken
  • Promote in house service and facilities
  • Update airline schedules and guides the guest whenever requested
  • Co-ordinate the reservations of meeting rooms
  • Advise to Supervisor all stationary needs in advance
  • Ensure cleanliness of work area and clean your work area prior to departing
  • Report daily activities in logbook
  • Demonstrate Awareness of Hilton policies and procedures and ensure all procedures are conducted safely and within Hilton guidelines
  • Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
  • Initiate action to correct a hazardous situation and notify supervisors of potential dangers
  • Log security incidents and accidents in accordance with hotel requirements
  • Drive for Results:
  • Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals
  • Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles
  • Understanding the Business:
  • Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information
  • Adheres to Hilton Corporate Code of Conduct, Employee Handbook and Hotel policies
  • Demonstrates an understanding of competitors' major strengths and weaknesses
  • Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations
  • Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable
  • Hospitality:
  • Demonstrates an understanding of competitors' major strengths and weaknesses
  • Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations
  • Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable
  • Teamwork:
  • Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results
  • Actively participate in wider hotel meetings
  • Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
  • Adaptability:
  • Be comfortable and effective in an environment of ambiguity or change
  • Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner
  • Complete tasks as directed by Management
  • Developing Self:
  • Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
  • Seek feedback on areas of shortfall
  • Maximize opportunities for self-development
  • Reliability:
  • Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
  • Follow standards, policies and procedures
  • Meet hotel attendance and grooming standards
  • Cultural Awareness:
  • Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries.

Responsibilities

  • Process all incoming and outgoing calls accurately and courteously
  • Records and controls accurately wake up calls
  • Pages guests in co-operation with concerned departments
  • Assists guests with international calls and directory queries
  • Calls guests by name whenever possible
  • Pages staff member when requested
  • Abides by principles of guest privacy
  • Handles guests' needs or requests and reports complaints to the Supervisor
  • Report on logbook daily
  • Bill call costs
  • Aware of local telephone listings and frequently dialed numbers
  • Advises defects on switchboard equipment to Supervisor
  • Attends to all guest queries and requests promptly
  • Maintains detailed knowledge of the Hotel's fire, life and safety system
  • Maintain Hotel Information
  • Provide secretarial services for guests
  • Efficient in the use of all business center equipment
  • Update traffic sheets accurately
  • Handle complaints promptly and follow up thoroughly on action taken
  • Promote in house service and facilities
  • Update airline schedules and guides the guest whenever requested
  • Co-ordinate the reservations of meeting rooms
  • Advise to Supervisor all stationary needs in advance
  • Ensure cleanliness of work area and clean your work area prior to departing
  • Report daily activities in logbook
  • Demonstrate Awareness of Hilton policies and procedures and ensure all procedures are conducted safely and within Hilton guidelines
  • Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
  • Initiate action to correct a hazardous situation and notify supervisors of potential dangers
  • Log security incidents and accidents in accordance with hotel requirements

FAQs

What is the primary responsibility of a Care Line Agent?

The primary responsibility of a Care Line Agent is to process all incoming and outgoing calls accurately and courteously.

What tasks are expected to be performed by a Care Line Agent?

A Care Line Agent is expected to perform tasks such as processing calls, recording wake-up calls, assisting guests with international calls, handling complaints, and maintaining knowledge of the hotel’s services and local telephone listings.

What qualities are essential for a successful Care Line Agent?

Essential qualities include a drive for results, understanding of the business, strong hospitality skills, teamwork, adaptability, reliability, cultural awareness, and a commitment to developing self.

Is prior experience necessary for the role of Care Line Agent?

While the job description does not specify required prior experience, relevant skills in customer service and communication are beneficial for the role.

How does a Care Line Agent handle guest complaints?

A Care Line Agent handles guest complaints promptly and thoroughly reports them to the Supervisor, ensuring follow-up on the action taken.

What safety responsibilities does a Care Line Agent have in the workplace?

A Care Line Agent is responsible for demonstrating awareness of Hilton policies and procedures, being familiar with safety and emergency procedures, logging security incidents, and initiating action to correct hazardous situations.

What kind of information must a Care Line Agent maintain knowledge of?

A Care Line Agent must maintain detailed knowledge of hotel information, fire and safety systems, as well as local telephone listings and frequently dialed numbers.

Is teamwork important in this role?

Yes, teamwork is crucial as Care Line Agents must demonstrate cooperation and trust with colleagues, supervisors, and teams to ensure effective communication and positive results.

What kind of training opportunities are available for Care Line Agents?

Care Line Agents are encouraged to develop and update their skills and knowledge through internal or external training, and to seek feedback for self-development.

Can Care Line Agents work flexible hours?

Yes, Care Line Agents may be required to work flexible hours, including evenings and weekends, to meet the needs of the guests and the hotel.

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Hilton

An official account for Hilton, a leading global hospitality company filling the earth with light & warmth since 1919.

Travel & Leisure
Industry
10,001+
Employees
1919
Founded Year

Mission & Purpose

Hilton is a global hospitality company that operates a chain of hotels and resorts worldwide. They provide accommodation and services for travellers and guests, offering a range of options from luxury to budget-friendly hotels. Hilton's ultimate mission is to be the most hospitable company in the world, aiming to deliver exceptional guest experiences and create memorable moments for their customers. Their purpose is to provide a welcoming and comfortable environment where guests can relax, enjoy their stay, and feel cared for during their travels. They strive to offer consistent quality across their properties, with a focus on outstanding service, amenities, and personalised experiences to ensure guests feel valued and satisfied.

Benefits

  • Health & Welfare Benefit Plans

  • Retirement Savings Program

  • Mental Wellness Support

  • Flexible Schedules

  • Access to your pay when you need it ​​​​​​​through DailyPay