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Care line Agent 关爱热线接线员

posted October 16, 2019

Hilton Wuhan Optics Valley
Wuhan, Huashan Eco City East Lake High Tech Dev Zone, China
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449995 l

About This Job

Description

RESPONSIBILITIES:




  • Process all incoming and outgoing calls accurately and courteously.



  • Records and controls accurately wake up calls.



  • Pages guests in co-operation with concerned departments.



  • Assists guests with international calls and directory queries.



  • Calls guests by name whenever possible.



  • Pages staff member when requested.



  • Abides by principles of guest privacy.



  • Handles guests needs or requests and reports complaints to the Magic Supervisor.



  • Report on logbook daily.



  • Bill call costs.



  • Aware of local telephone listings and frequently dialed numbers.



  • Advises defects on switchboard equipment to Supervisor.



  • Attends to all guest queries and requests promptly.



  • Maintains detailed knowledge of the Hotel’s fire, life and safety system.



  • Maintain Hotel Information.



  • Provide secretarial services for guests.



  • Efficient in the use of all business center equipment.



  • Update traffic sheets accurately.



  • Handle complaints promptly and follow up thoroughly on action taken.



  • Promote in house service and facilities.



  • Update airline schedules and guides the guest whenever requested.



  • Co-ordinate the reservations of meeting rooms.



  • Advise to Supervisor all stationary needs in advance.



  • Ensure cleanliness of work area and clean your work area prior to departing.



  • Report daily activities in logbook.




Occupational Health and Safety Responsibilities:



  • Demonstrate Awareness of Hilton policies and procedures and ensure all procedures are conducted safely and within Hilton guidelines.



  • Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.



  • Initiate action to correct a hazardous situation and notify supervisors of potential dangers.



  • Log security incidents and accidents in accordance with hotel requirements.



    What will it be like to work for this Hilton Worldwide Brand?

    One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. The brand continues to be the innovative, forward-thinking global leader of hospitality. With products and services that meet the needs of tomorrow's savvy global travelers, we shape experiences in which every Guest feels cared for, valued, and respected.

    If you understand the importance of upholding a brand’s reputation and value the effort it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts. Because it’s with Hilton Hotels & Resorts where we promise an exceptional Guest experience every time.

    What will I be doing?


    Drive for Results:




    • Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals.



    • Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles.


    Understanding the Business:




    • Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information.



    • Adheres to Hilton Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies.



    • Demonstrates an understanding of competitors’ major strengths and weaknesses.



    • Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations.



    • Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable.



    Hospitality:




    • Adheres to Hilton Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies.



    • Demonstrates an understanding of competitors’ major strengths and weaknesses.



    • Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations.



    • Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable.



    Teamwork:




    • Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results.



    • Actively participate in wider hotel meetings.



    • Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.



    Adaptability:




    • Be comfortable and effective in an environment of ambiguity or change.



    • Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner.



    • Complete tasks as directed by Management.



    Developing Self:




    • Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements.



    • Seek feedback on areas of shortfall.



    • Maximize opportunities for self development.



    Reliability:




    • Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision.



    • Follow standards, policies and procedures.



    • Meet hotel attendance and grooming standards.



    Cultural Awareness:





    • Understands and takes into account the global nature of the business; works effectively with colleagues from different view points, cultures and countries.


Requirements

What are we looking for?


Drive for Results:




  • Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals.



  • Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles.


Understanding the Business:




  • Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information.



  • Adheres to Hilton Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies.



  • Demonstrates an understanding of competitors’ major strengths and weaknesses.



  • Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations.



  • Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable.



Hospitality:




  • Adheres to Hilton Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies.



  • Demonstrates an understanding of competitors’ major strengths and weaknesses.



  • Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations.



  • Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable.



Teamwork:




  • Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results.



  • Actively participate in wider hotel meetings.



  • Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.



Adaptability:




  • Be comfortable and effective in an environment of ambiguity or change.



  • Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner.



  • Complete tasks as directed by Management.



Developing Self:




  • Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements.



  • Seek feedback on areas of shortfall.



  • Maximize opportunities for self development.



Reliability:




  • Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision.



  • Follow standards, policies and procedures.



  • Meet hotel attendance and grooming standards.



Cultural Awareness:





  • Understands and takes into account the global nature of the business; works effectively with colleagues from different view points, cultures and countries.

What benefits will I receive?

Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of the The Hilton Club which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.

Learn more now about Hilton Hotels & Resorts --- the global leader of hospitality.

More than 500 locations and nearly 200,000 rooms across six continents
Innovations include: pioneering the airport hotel concept, becoming the first coast-to-coast hotel chain in the US, and the first to install televisions in Guest ooms
Flagship brand of Hilton Worldwide with properties in more than 77 countries
More than 70 world-class resorts and more nearly 200 full-service spas
Harris Poll EquiTrend®, Brand of the Year - Full Service Hotel for 2010 and 2011
Number one global brand awareness in the hospitality industry


EOE/AA/Disabled/Veterans

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About This Employer

Hilton Wuhan Optics Valley

9 Chunhe Road
Wuhan, Huashan Eco City East Lake High Tech Dev Zone 430076
China

+86-27-59338888

520 Room Hotel

www3.hilton.com

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At A Glance

Surrounded by elegant landscaped gardens and lush greenery, the beautiful, resort-style Hilton Wuhan Optics Valley is set on the southeast edge of the Yanxi Lake, in the Optics Valley of China and offers easy access to highways, high-speed trains and links to the city. The Optics Valley (Guanggu) Central Business District is only a 25-minute drive from the hotel. Visit popular attractions including the scenic East Lake, Yellow Crane Tower and the Hubei Provincial Museum.

All of the spacious guest rooms at this Wuhan hotel feature a private balcony and beautiful views over the lake or swimming pools. Enjoy modern amenities including a large work desk, WiFi, a Serenity Bed, an LCD TV and an elegant bathroom with luxury toiletries. Upgrade to an executive room or suite for additional space and access to the Executive Lounge with complimentary breakfast. Hold an event at this hotel in Wuhan Optics Valley, with a wealth of MICE facilities, including 22 meeting areas, a pillarless grand ballroom, a business center and modern A/V equipment. Dine in one of the hotel’s six inviting bars and restaurants, offering a variety of cuisines. Work out in the 24-hour fitness center, keep active on the tennis and basketball courts, swim in the hotel’s indoor and outdoor pools or indulge in a luxury Spa treatment. Other leisure facilities include walking trails, golf simulators, mahjong rooms and indoor and outdoor children’s play areas.