Careline Team Leader

Job Description - Careline Team Leader (HOT0B2BI)

Job Number:

HOT0B2BI

Work Locations:

DoubleTree by Hilton Shah Alam, i-City Golden Triangle, Shah Alam 40000

The Careline Team Leader organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures.

What will I be doing?

As the Careline Team Leader, you will be responsible for performing the following tasks to the highest standards:

1. Actively seeking verbal feedback from customers and team members at every opportunity.
2. Agree on and implement actions to make improvements to customer service.
3. Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program.
4. Positively deal with and learn from customers’ complaints and comments.
5. Handle complaints promptly and efficiently, taking necessary action and informing the Communication Manager / Guest Service Manager to follow-up where appropriate.
6. Follow-up with guests to ensure satisfaction with problem resolution.
7. Maintain guest history records to assist with returning guests.
8. Respond promptly and effectively to all customer requests and queries.
9. Assist on duty in the hotels during busy days or special events.
10. Be proactive towards customers, assisting them with reasonable requests.
11. Handle all internal and external guest inquiries promptly with minimal delay.
12. Effectively manage all hotel communications, ensuring that guests feel welcome.
13. Be up to date with information on facilities, attractions, and activities in and around the hotel.
14. Handle and deliver all messages in a private and confidential manner.
15. Ensure that all team members provide on-time wake-up call services for hotel guests.
16. Run the Communication Centre according to brand standards.
17. Be familiar with operating the telephone, FCS, OnQ PM, and Micros system.
18. Take on an active role in the team by being kind, cooperative, and helpful.
19. Transfer all internal and external guest calls to the appropriate parties correctly.
20. Develop action plans to address shortfalls in standards.
21. Manage all equipment and be familiar with the system and functions.
22. Describe, assign and delegate duties and authorities for the operation of the department.
23. Understand what’s going on in other departments and its implications.
24. Plan ahead and ensure adequate resources are available.
25. Coordinate with Housekeeping and Engineering to ensure cleaning is followed up.
26. Communicate effectively with the F&B and Kitchen team.
27. Be completely familiar with all emergency procedures and the fire system.
28. Ensure the shift is reviewed, and handovers and briefings are carried out.
29. Maintain in-depth technical knowledge and skills required for the job.
30. Attend and participate in regular operational and hotel meetings.
31. Carry out any other reasonable duties as requested by the Communication Manager.
32. Understand the goals of the hotel and communicate them to the team.
33. Represent the needs of the team to others in the hotel.
34. Be aware of potential highs and lows in the business.
35. Follow company control procedures, controlling costs without compromising standards.
36. Communicate relevant financial information to the team.
37. Plan and ensure that departmental orientation is carried out.
38. Regularly review individual and team performance against objectives.
39. Develop and implement department training plans to meet business needs.
40. Participate in annual appraisals and identify individual training needs.
41. Understand relevant Health & Safety legislations and their implications.
42. Maintain personal presentation to hotel and Hilton standards.
43. Ensure that all reporting and servicing deadlines are met on a timely basis.
44. Adhere to the hotel’s security and emergency policies and procedures.

What are we looking for?

An Careline Team Leader serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

1. Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
2. Understand basic spoken English to meet business needs.
3. Maintain a high customer service focus.
4. Positively impact, take personal responsibility and initiative.
5. Be flexible and respond quickly to changing requirements.
6. Maintain high team focus by showing co-operation and support.
7. Good organization and coordination skills.
8. Strong sense of responsibility and self-motivation.
9. Patient and responsible to solve all problems.
10. Able to maintain excellent relations with team members.
11. Able to work under great physical and mental pressure.
12. Actively promote the services and facilities of Hilton brands.
13. Familiar with computer systems preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. Hilton is dedicated to providing exceptional guest experiences across its global brands.

Schedule:

Full-time

Brand:

Doubletree by Hilton

Job:

Guest Services, Operations, and Front Office