Careline Operator

What are we looking forA Careline Operator serving Hilton Brands is always working on behalf of our Guests and working with other Team Members.To successfully fill this role you should maintain the attitude behaviours skills and values that follow:Minimum 2 years of experience in the same position in a 5star international branded hotel or comparable industry related experience.Understand basic spoken English to meet business needs.Maintain a high customer service focus by approaching your job with the customers always in mind.Positively impact take personal responsibility and initiative to resolve issues communicating clearly with both customers and colleagues.Motivated and committed approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.Good organization and coordination skills.Strong sense of responsibility and selfmotivation.Patient and responsible to solve all problems.Able to maintain excellent relations with team members.Able to work under great physical and mental pressure.Actively promote the services and facilities of Hilton brands to guests and suppliers of the hotel.Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.Familiar with computer systems preferred.What will it be like to work for HiltonHilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extended‑stay suites and mid‑priced hotels. For over a century Hilton has offered business and leisure travellers 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!With thousands of hotels in over 100 countries and territories Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience we offer the millions of travelers who stay with us every year a welcome they will never forget. In addition to our flagship brand Hilton Hotels & Resorts the family of brands includes Waldorf Astoria LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.If you appreciate the impact global travel can have on the world you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we’re here: to delight our guests, team members and owners alike.The Careline Operator organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival during the stay through to departure in line with Hilton and the hotel policies and procedures.What will I be doingAs the Careline Operator you will be responsible for performing the following tasks to the highest standards:Actively seeking verbal feedback from customers and team members at every opportunity.Agree on and implement actions to make improvements to customer service.Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.Handle complaints promptly and efficiently taking the necessary action and informing the Front Office Manager to follow up where appropriate.Follow up with guests to ensure satisfaction with problem resolution (service recovery).Positively deal with and learn from customers complaints and comments with follow up and feedback to the Guest Relations Supervisor.Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.Handle all internal and external guest enquiries promptly with minimal delay directing them to the correct parties they wish to speak to and provide information where necessary.Effectively manage all hotel communications telephone, fax, mail in a prompt, courteous and efficient manner ensuring that guests feel welcome when they contact the hotel.Be up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.Handle and deliver all messages in a private and confidential manner ensuring privacy for guests and ensuring that the messages are received and delivered clearly, acc