Careline Agent
Hilton
Date: 2 weeks ago
City: Malacca
Contract type: Full time
Job Description
You will be responsible for answering guest phone calls, responding to inquiries, and providing information about hotel services and amenities. As a CareLine Agent you’re not just handling incoming telephone calls – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
You will be responsible for answering guest phone calls, responding to inquiries, and providing information about hotel services and amenities. As a CareLine Agent you’re not just handling incoming telephone calls – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
- Guest Call Handling: Answer and manage guest calls, provide hotel and local information, and handle requests efficiently.
- Service & Communication: Respond to inquiries with professionalism and courtesy, ensuring a positive guest experience. Communicate clearly and resolve concerns promptly.
- Coordination & Follow-Up: Relay guest requests to relevant departments and ensure timely follow-up. Support internal communication across hotel teams.
- Issue Resolution: Address guest complaints and proactively prevent service disruptions.
- Documentation: Maintain accurate logs of guest interactions and update guest profiles for future personalization.
- Previous experience in guest service, front office, or call center roles within hospitality.
- Excellent verbal and interpersonal skills; able to handle inquiries professionally and courteously.
- Capable of managing high call volumes and multiple requests efficiently.
- Skilled in resolving guest issues with discretion and a proactive approach.
- Familiarity with hotel PMS and service protocols is preferred.
- Fluent in English; additional languages are a plus.
- Available to work varied shifts, including nights, weekends, and holidays.
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