Guest Service Hotline Agent (Japanese and English Linguist) - Hilton Hawaiian Village Waikiki Beach Resort
Hilton
- Honolulu, HI
- Permanent
- Full-time
- Utilizes guest service and communication skills to answer calls from guests, offices and other departments in a pleasant voice, using clear, verbal English and or Japanese communication.
- Utilizes the telephone and mobile phone system to dispatch requests or needs to Housekeeping and Maintenance Team Members as well as any hotel team member required in response to the guest and team member requests.
- Dispatches work orders from the computer to ensure the appropriate and timely delegation of services.
- Fields guest complaints and problems, empathetically listening to the guest and responding to their needs, researching to develop the effective solution.
- Ensures that all requests for services are answered within 15 minutes from receipt of call. Follows-up with guests and/or departments to give feedback on the status of their requests.
- Utilizes the computer to generate tracking and log reports on a daily, weekly, monthly and/or annual basis. Analyzes, sorts and organizes data as required.
- Maintains, organizes and retrieves files of records, work orders, reports and other papers related to the Guest Services department. This involves lifting or transporting objects or files up to 50 lbs. to level of up to 6 feet high.
- Hospitality - We're passionate about delivering exceptional guest experiences.
- Integrity - We do the right thing, all the time.
- Leadership - We're leaders in our industry and in our communities.
- Teamwork - We're team players in everything we do.
- Ownership - We're the owners of our actions and decisions.
- Now - We operate with a sense of urgency and discipline.
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability