Job Description
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 daily operations of the service centre and guest services teams, ensuring that all guests receive outstanding service. You will manage day to day operations of our service centre resolve guest concerns and lead a team of Careline agents and guest service representatives to meet the hotel's service standards. As an
Assistant Careline (Careline) Manager, you're not just overseeing daily service centre operations – you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
Here's what you'll do during a typical day:
- Lead daily service centre operations: Overseeing service centre activities, including guest service, external / internal inquiries, guest order, and adherence to policies and standards
- Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
- Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy, food & beverage and revenue growth
- Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
- Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
- Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment
Qualifications
What It Takes to Make the Stay
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
- Proven experience in a service call centre or guest service management role within the hospitality industry or any other customer service industry.
- Strong leadership and team management skills, with the ability to inspire and motivate staff.
- Excellent communication and interpersonal skills, with a guest-centric approach.
- Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
- Proficiency in hotel property management systems (PMS) and front office operations is additional advantage.
- Proficiency in English; additional languages are a plus.
- Ability to work flexible hours, including nights, weekends, and holidays.
About Us
Join an Award-Winning Workplace Culture
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 our Careers Blog to see why we're more than a great place to stay—we're a great place to work.
