Care Line Agent

Care Line Agents serving Hilton brands are 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:

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.

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers 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!