Guest Service Hotline Agent – Hilton Hawaiian Village Waikiki Beach Resort

Job Type: Location Type: Not Specified

 

Hilton Hawaiian Village Waikiki Beach Resort is looking to add a Guest Service Hotline Agent to the team. The property sits on 22-acres of beachfront and boasts 6 guest room towers. If you have a passion for creating memorable experiences for guest, this is the position for you! Join us where we know that you’ll love being a part of Hilton, the best hospitality company in the world!

Classification: Full Time

Shift: Varies – AM/PM (including weekends and holidays)

Hourly Wage Range: $25.21 – $31.51

What will I be doing:

As a Guest Service Hotline Agent, you would be responsible to answer phone calls in a courteous and efficient manner, assisting guests and team members with any questions concerns or requests and to dispatch requests to the appropriate departments. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Utilizes guest service and communication skills to answer calls from guests, offices and other departments in a pleasant voice, using clear, verbal English and or Japanese communication.
• Utilizes the telephone and mobile phone system to dispatch requests or needs to Housekeeping and Maintenance Team Members as well as any hotel team member required in response to the guest and team member requests.
• Dispatches work orders from the computer to ensure the appropriate and timely delegation of services.
• Fields guest complaints and problems, empathetically listening to the guest and responding to their needs, researching to develop the effective solution.
• Ensures that all requests for services are answered within 15 minutes from receipt of call. Follows-up with guests and/or departments to give feedback on the status of their requests.
• Utilizes the computer to generate tracking and log reports on a daily, weekly, monthly and/or annual basis. Analyzes, sorts and organizes data as required.
• Maintains, organizes and retrieves files of records, work orders, reports and other papers related to the Guest Services department.
• This involves lifting or transporting objects or files up to 50 lbs. to level of up to 6 feet high.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

Hospitality – We’re passionate about delivering exceptional guest experiences.

Integrity – We do the right thing, all the time.

Leadership – We’re leaders in our industry and in our communities.

Teamwork – We’re team players in everything we do.

Ownership – We’re the owners of our actions and decisions.

Now – We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

Quality

Productivity

Dependability

Customer Focu

What will it be like to work for Hilton?

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!

The Benefits – Hilton is proud to have an award-winning workplace culture being The Best Hospitality Company in the World! We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

• Medical Insurance Coverage – for you and your family
• Vision, Dental, Life and Disability Insurance
• Mental Health Resources
• Vacation – Paid Time Off
• Go Hilton travel discount program: 100 nights of discounted travel per calendar year.
• 401(k) plan
• Pension plan
• Employee Stock Purchasing Program
• Access to your pay when you need it through DailyPay
• Complimentary Duty Meals served in our Team Member Restaurant
• Employee Assistance Program
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development
• Team Member Resource Groups

*Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.