Magic Call Centre Agent

Hilton Worldwide, Inc.; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading global hospitality company is seeking a Magic Call Centre Agent in Kuala Lumpur. The ideal candidate should have at least 2 years of experience in a similar position within a 5-star hotel. Responsibilities include enhancing guest experiences, managing inquiries, and promoting Hilton Honors benefits. The position requires a strong customer service focus, problem-solving skills, and the ability to work under pressure.

Benefits

Exceptional guest experiences

Global team development opportunities

Qualifications

• Minimum 2 years of experience in a similar position in a 5-star hotel.
• Basic spoken English required.
• High customer service focus.
• Ability to work under pressure.

Responsibilities

• Coordinate services to enhance guest experiences.
• Handle customer inquiries and complaints.
• Promote Hilton Honors benefits.
• Stay updated on hotel facilities and services.

Skills

Customer service focus

Problem-solving

Flexibility

Communication

Team cooperation

Tools

FCS

OnQPM

Micros systems

Job description

Overview

Magic Call Centre Agent at Hilton Kuala Lumpur, located at Hilton Kuala Lumpur Hotel, 3 Jalan Stesen Sentral Kuala Lumpur 50470. Hilton offers countless opportunities to delight guests across a family of brands and experiences.

The Magic Call Centre Agent coordinates services to ensure that each customer experiences a memorable stay, in line with Hilton and hotel policies and procedures.

What will I be doing as a Magic Call Centre Agent is to support guests from arrival through departure, delivering high standards of service and information to enhance their stay.

What will I be doing?

• Actively seek verbal feedback from customers and team members at every opportunity.
• Agree on and implement actions to improve customer service.
• Promote Hilton Honors and its benefits to guests; ensure 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 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).
• Learn from customers’ complaints and comments with follow-up and feedback to the Communication Supervisor.
• Respond promptly and effectively to all customer requests and queries, while assisting on the floor during peak periods.
• Handle internal and external guest inquiries promptly, directing them to the correct parties and providing information as necessary.
• Manage hotel communications (telephone, fax, mail) in a prompt, courteous and efficient manner, ensuring guests feel welcome when they contact the hotel.
• Stay up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
• Deliver messages privately and confidentially, ensuring accuracy and timeliness.
• Be proactive towards customers, assisting them with reasonable requests.
• Maintain familiarity with Hilton departmental standards to ensure consistency in service.
• Familiar with operating the telephone, FCS, OnQPM and Micros systems.
• Contribute to a cooperative team environment and uphold the guest-centric mindset.
• Be active in the Guest Service Centre and assist in department operations as needed.
• Describe, assign and delegate duties and authority for department operations at all times.
• Understand interdepartmental implications for the operation and plan ahead to ensure adequate resources.
• Coordinate with Housekeeping and Engineering to ensure cleaning is followed up and follow-up procedures are maintained.
• Communicate effectively with F&B and Kitchen teams to ensure in-room dining quality and effectiveness.
• Review shifts, and conduct handovers and briefings.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain guest histories to assist with returning guests.
• Attend and participate in regular operational and hotel meetings.
• Carry out any other reasonable duties and responsibilities as requested by the Communication Supervisor.
• Understand the hotel and department goals and communicate them to the team to foster cooperation.
• Keep up to date about departmental, hotel and company activities through regular communications and memos.
• Be aware of potential highs and lows in the business and create an environment where “everyone sells.”
• Follow company control procedures and manage costs without compromising standards.
• Understand staffing needs and regularly review individual and team performance against objectives.
• Participate in annual appraisals and identify training needs in line with legal and hotel guidelines.
• Understand relevant Health & Safety legislation and ensure safe working practices are implemented at all times.
• Maintain personal presentation to hotel and Hilton standards and meet reporting and servicing deadlines。
• Adhere to the hotel’s security and emergency policies and procedures.
• Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

A Magic Call Centre Agent serving Hilton Brands represents Hilton to guests and works with other Team Members. The following qualities and experience are preferred:

• 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 with the customer always in mind.
• Positively impact, take personal responsibility and initiative to resolve issues, and communicate clearly with customers and colleagues.
• Motivated and committed, approaching tasks with enthusiasm and a desire to learn and improve.
• Be flexible and responsive to changing requirements, including performing any tasks requested.
• Maintain high team focus with cooperation and support for colleagues.
• Contribute ideas to enhance operational or environmental procedures.
• Good organization and coordination skills; strong sense of responsibility and self-motivation.
• Patient and capable of solving problems while maintaining excellent relations with team members.
• Able to work under pressure and promote Hilton services to guests and suppliers.
• Familiar with computer systems preferred.

What will it be like to work for Hilton?

Hilton is a leading global hospitality company offering a range of hotels and brands. Hilton is dedicated to providing exceptional guest experiences and is committed to the development of its Team Members as part of a global family.

Job: Guest Services, Operations, and Front Office