Call Center Agent

Position Summary

1. Ensure Hilton’s Brand Service standards are consistently practiced by all team members.
2. Ensure and maintain the security of information relating to customers and Team Members in the hotel.
3. Deal efficiently and courteously with all customers’ complaints and ensure that you refer to your Team Leader or Manager when necessary so follow-up is actioned accordingly.
4. Deal efficiently and courteously with all customers’ requests by monitoring and following up with the according team members and correct channels.
5. Maintain a high standard of personal appearance, grooming and hygiene in accordance with the Hotel policy.
6. When dealing with other departments, ensure you use the right channel when advising or requesting items / services for guests.
7. Ensure that you attend all Communications meetings.
8. Be fully conversant with all facilities and services provided within the hotel for up-selling and promoting when opportunities arise.
9. Maximise sales and revenue for the hotel by maintaining a sales attitude at all times.
10. Ensure the complete knowledge of all systems used in the MAGIC department.
11. Effect the fast and efficient monitoring and follow up of guest requests.
12. Ensure a high level of product knowledge of the hotel and local area.
13. Ensure Front Office Management is kept fully aware of any relevant feedback from customers, team members and other departments.
14. To be fully conversant with the Hotel Emergency and Evacuation procedures.
15. Accurately take Room Service orders, Restaurant reservations and any other guest requests.
16. To be fully conversant with manual Front Office procedures to be used in the event of the Hotel’s systems being off-line.
17. Ensure compliance with all company policies and procedures.
18. This position includes night shift work as well as early and late shifts on a rotating basis.
19. To have the knowledge of the benefits of Hilton HHonors and Diamond Club.
20. Must know all Hotel products and services and actively recommend to our guests.
21. Ensure that there is a thorough hand over at the completion of each shift.
22. Ensure all MAGIC correspondence is completed within 24hours.
23. Live BLUE ENERGY! Your contribution to creating team environment.
24. Team Member is not permitted to use personal mobile phone during shift.
25. Any other duties assigned by Front Office Management and Supervisor