Luxury Hotel Guest Experience Agent

Hilton; Selangor; On-site; MYR 28,000 - 47,000; Full time

Job summary

Hilton is seeking a Magic Call Centre Agent to organize and coordinate services, ensuring guests experience a memorable stay in line with hotel policies. Minimum 2 years in a similar role at a 5-star hotel and solid English communication are required.

You will actively seek feedback, handle inquiries, promote Hilton Honors, and resolve issues promptly to maintain guest satisfaction. A strong customer-service mindset and teamwork are essential.

Qualifications

• Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
• Understand basic spoken English to meet business needs.
• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.
• Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Good organization and coordination skills.
• Strong sense of responsibility and self-motivation.

Responsibilities

• Actively seeking verbal feedback from customers and team members at every opportunity.
• Agree on and implement actions to make improvements to customer service.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate.
• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Communication Supervisor.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.
• 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.
• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
• Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.
• Be proactive towards customers, assisting them with any reasonable requests.
• Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.
• Familiar with operating the telephone, FCS, OnQPM and Micros system.
• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
• Take on an active role in the Guest Service Centre.
• Describe, assign and delegate duties and authority for the operation of the department at all times.
• Understand the situation in other departments and their implications for your own department.
• Plan ahead and ensure adequate resources are available.
• Coordinate with the Housekeeping and Engineering departments to ensure cleaning is followed up, ensuring that follow-up procedures are maintained.
• Communicate effectively with F&B and Kitchen teams to ensure in-room dining’s quality and effectiveness.
• Ensure that the shift is reviewed, handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain guest histories to assist with returning guests.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Tools

FCS

OnQPM

Micros

Job description

Hilton is seeking a Magic Call Centre Agent to organize and coordinate services, ensuring guests experience a memorable stay in line with hotel policies. Minimum 2 years in a similar role at a 5-star hotel and solid English communication are required.

You will actively seek feedback, handle inquiries, promote Hilton Honors, and resolve issues promptly to maintain guest satisfaction. A strong customer-service mindset and teamwork are essential.