Care line Agent 关爱热线接线员

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 Magic 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.

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Occupational Health and Safety Responsibilities:

• 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.

  
  
  What will it be like to work for this Hilton Worldwide Brand?
  
  One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. The brand continues to be the innovative, forward-thinking global leader of hospitality. With products and services that meet the needs of tomorrow's savvy global travelers, we shape experiences in which every Guest feels cared for, valued, and respected.
  
  If you understand the importance of upholding a brand’s reputation and value the effort it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts. Because it’s with Hilton Hotels & Resorts where we promise an exceptional Guest experience every time.
  
  What will I be doing?
  
  

  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 Hotels Group 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:

  • Adheres to Hilton Hotels Group 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.

   

  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 view points, cultures and countries.