CAREline Supervisor

Hilton Bali Resort; Indonesia; On-site; IDR 72,540,000 - 111,600,000; Full time

Job summary

Hilton Bali Resort is seeking a CAREline Supervisor/Team Leader to manage the hotel's operator team and ensure guests receive prompt, professional service. You will lead scheduling, training, and performance reviews while coordinating across departments to deliver memorable experiences and effortless communication for guests and staff alike.

The role requires fluent English, experience in hotel operations, and the ability to work varied shifts, including nights and weekends.

Qualifications

• Previous experience in hotel operations, guest service, or communication roles, ideally in a supervisory capacity.
• Strong team management and training skills.
• Excellent interpersonal and problem-solving abilities with a guest-focused approach.
• Proficient in hotel communication systems and PMS.
• Fluent in English; additional languages are a plus.
• Available to work varied shifts, including nights, weekends, and holidays.

Responsibilities

• Oversee the operator team, including scheduling, task allocation, and performance reviews.
• Ensure all guest calls and requests are handled promptly and professionally.
• Facilitate clear communication between departments to fulfill guest requests.
• Train staff on communication standards and system usage.
• Monitor hotel communication systems and resolve issues.
• Implement strategies to improve team efficiency and response times.
• Handle escalated guest concerns and identify recurring issues.
• Maintain logs and reports on guest interactions and team performance.

Skills

Hotel ops

Guest service

Team leadership

Staff training

Interpersonal skills

PMS proficiency

English fluency

Tools

PMS

Job description

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands,and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore ourCareers Blogto see why we’re more than a great place to stay—we’re a great place to work.

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will oversee the hotel’s operator team responsible for managing all guest and internal calls, ensuring that communication between departments and guests is handled promptly and professionally. As a CAREline Supervisor / Team Leader, you’re not just overseeing the hotel’s operator team – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Previous experience in hotel operations, guest service, or communication roles, ideally in a supervisory capacity.
• Strong team management and training skills.
• Excellent interpersonal and problem-solving abilities with a guest-focused approach.
• Proficient in hotel communication systems and PMS.
• Fluent in English; additional languages are a plus.
• Available to work varied shifts, including nights, weekends, and holidays.

Here’s what you’ll do during a typical day:

• Team Leadership: Oversee the operator team, overseeing scheduling, task allocation, and performance reviews.
• Guest Service: Ensure all guest calls and requests are handled promptly, professionally, and with personalized service.
• Communication & Coordination: Facilitate clear communication between departments to ensure timely fulfillment of guest requests. Monitor and follow up on service delivery across teams.
• Training & Development: Train staff on communication standards and system usage. Conduct regular evaluations and coaching to improve performance.
• System Oversight: Monitor hotel communication systems and resolve technical or operational issues. Implement strategies to improve team efficiency and response times.
• Issue Resolution: Handle escalated guest concerns and identify recurring issues for long-term solutions.
• Reporting: Maintain accurate logs and reports on guest interactions and team performance.