Guest Service Centre Agent

A Guest Service Centre Agent is responsible for processing all incoming and outgoing calls accurately and courteously.

What will I be doing

A Guest Service Centre Agent contributes to the impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• 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 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

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 are we looking for

Guest Service Centre 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.