Guest Service Hotline Agent - Hilton Hawaiian Village Waikiki Beach Resort

Hilton Worldwide • Honolulu, HI

36d • $26 - $33

About The Position

Hilton Hawaiian Village Waikiki Beach Resort is looking to hire a Guest Service Hotline Agent! Located on the widest stretch of beach in Waikiki. This is a perfect opportunity for someone that has the drive and passion for providing memorable experiences for guests! Our oceanfront hotel has 5 hotel towers and over 150,000 square feet of indoor and gorgeous outdoor event spaces. Join us and see why Hilton is ranked the best hospitality brand to work for! Shift Pattern: AM PM Pay Range: $26.01 - $32.51

Requirements

• 1 year working customer service background.
• Ability to operate multi-line telephone.

Nice To Haves

• Hotel industry knowledge will be beneficial.

Responsibilities

• 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 the 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 effective solutions.
• 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 up to 6 feet high.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees