Head Telecom Agent - Hilton Hawaiian Village Waikiki Beach Resort
About The Position
The Head Telecom Agent supervises the daily communications operations at Hilton Hawaiian Village Waikiki Beach Resort, helping deliver memorable guest experiences. The role oversees the communications team’s call handling, message delivery, emergency responses, and sharing of guest information while ensuring service standards are met. It also leads daily team operations, supports resolution of guest concerns, and keeps team members informed about hotel offerings, services, and local attractions. Schedule flexibility is required for a schedule window of 8 a.m. to 11 p.m. Previous supervisory experience is expected, and working knowledge of Hilton systems is highly preferred.
Requirements
- Schedule flexibility; the schedule window is 8 a.m. to 11 p.m.
- Previous supervisory experience.
Nice To Haves
- Working knowledge of Hilton systems is highly preferred.
Responsibilities
- Supervise communications team members handling calls, messages, emergency responses, and guest information, ensuring service standards are met.
- Lead daily team operations by scheduling shifts, assigning tasks, training staff, and providing coaching and performance feedback.
- Respond to guest inquiries and concerns and support team members with complex or escalated issues.
- Provide regular updates and training so the team is informed about hotel offerings, services, and local attractions.
Benefits
- Go Hilton travel program with 110 nights of discounted travel and rates as low as $40 per night at participating hotels.
- Employee stock purchase program with a 15% discount on Hilton shares.
- Paid parental leave for eligible Team Members, including partners and adoptive parents.
- Caregiving concierge services.
- Crisis Concierge support during times of loss.
- Free counseling and support through the Employee Assistance Program for eligible Team Members.
- Paid time off.
- Health and welfare plans, including health, dental, and vision coverage.
- Retirement plans.
- Career advancement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
