CAREline Attendant
The Hilton portfolio of hotels is comprised of 24 industry leading and world-class brands, spanning more than 100 countries. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, Conrad, LXR, Nomad, Signia, Canopy, Curio Collection, Graduate, Double Tree, Tapestry Collection, Embassy Suites, Tempo, Motto, Hilton Garden Inn, Hampton, Tru, Spark, Homewood Suites, Home2 Suites, Liv Smart Studios, Hilton Club, Hilton Grand Vacations Club, and Hilton Vacation Club.

Summary:
To facilitate a memorable guest experience during all interactions with both internal and external guests, and to coordinate all internal and external communications

Enquiries:
Handles all internal and external guest enquires promptly with minimal delay, directing them to the correct party with which they wish to speak and providing information where necessary.

Communication Management:
To effectively manage all hotel communications; telephone, fax, mail; in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.

Message Handling:
Handles all messages in a private and confidential manner, ensuring privacy for the guest and that messages are received and delivered clearly, accurately and in a timely manner

Standards:
Ensuring consistency of standards throughout the operation by adhering to Double Tree by Hilton brand standards.

Responsibilities/Scope:
People:

• Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
• Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
• Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
• Takes an active role in the Front Office team, ensuring effective communication and working as a team in order to reach goals and targets.

Customer:

• Greets all guests’ communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.
• Manages guests’ communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Hilton Brand Standard timings.
• Transfers all internal and external guest calls to the appropriate party correctly, with minimal delay.
• Handles and delivers messages in a confidential and professional manner, maintaining guests privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.
• Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests’ privacy at all times and adheres to Double Tree by Hilton Brand Standards for communication.
• Handles complaints promptly and efficiently, taking the necessary action, and informing the CAREline supervisor or Duty Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
• Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
• Ensures that VIP guests are treated personally and recognized as an individual.
• Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Handle In room dinning order promptly and correctly base on guest’s order and key in into AGILYSYS system for In Room dinning section to deliver the F&B order.
• Inputs information in to PMS regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.

Quality:

• Applies Double Tree by Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
• Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International
• Is up to date with information on facilities, attractions, places of interest, sights and activities in and around Jakarta.
• Effectively communicates, coordinates and cooperates with other department especially IT.
• Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
• Ensures that the CAREline leader is kept aware and up to date of operational issues.
• Carries out administrative duties of the department where required, including typing, printing, and filing.
• Have knowledge and understanding of basic computer application and their use that can effectively demonstrate.
• Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis.
• Ensures that the day-to-day functions of the call center are completed. Including but not limited to checklist and trace reports.
• Ensures that the CAREline stock is managed and not wasted, maintaining costs where able.
• Keeps up to date and aware of competitor activities in order to be informed.
• Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the Emergency team when and where directed.

Profit:

• Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Double Tree by Hilton Brand Standards.

Other:

• To undertake any other reasonable task or request as directed by the management.
• The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.

What are we looking for?
A CAREline Attendant serving Hilton Brands is 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:

• Able to perform moderately complex mathematical calculations without error.

• Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.

• Able to access and accurately input information using a moderately complex computer system.

• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

• Good interpersonal skills to provide overall guest satisfaction.

• Able to work under pressure and deal with stressful situations during busy periods.

• 1 or 2 years of related working experience preferred.

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 travellers 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!