Careline Attendant

CAREline Attendant

The Hilton portfolio of hotels is comprised of 24 industry leading and world-class brands, spanning more than 100 countries. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, Conrad, LXR, Nomad, Signia, Canopy, Curio Collection, Graduate, DoubleTree, Tapestry Collection, Embassy Suites, Tempo, Motto, Hilton Garden Inn, Hampton, Tru, Spark, Homewood Suites, Home2 Suites, LivSmart Studios, Hilton Club, Hilton Grand Vacations Club, and Hilton Vacation Club.

**Summary**:
To facilitate a memorable guest experience during all interactions with both internal and external guests, and to coordinate all internal and external communications

**Enquiries**:
Handles all internal and external guest enquires promptly with mínimal delay, directing them to the correct party with which they wish to speak and providing information where necessary.

**Communication Management**:
To effectively manage all hotel communications; telephone, fax, mail; in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.

**Message Handling**:
Handles all messages in a private and confidential manner, ensuring privacy for the guest and that messages are received and delivered clearly, accurately and in a timely manner

**Standards**:
Ensuring consistency of standards throughout the operation by adhering to DoubleTree by Hilton brand standards.

**Responsibilities/Scope**:
**People**:

- Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest.
- Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities.
- Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
- Takes an active role in the Front Office team, ensuring effective communication and working as a team in order to reach goals and targets.

**Customer**:

- Greets all guests’ communications with a warm tone, ensuring that they feel welcomed and appreciated when contacting the hotel.
- Manages guests’ communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Hilton Brand Standard timings.
- Transfers all internal and external guest calls to the appropriate party correctly, with mínimal delay.
- Handles and delivers messages in a confidential and professional manner, maintaining guests privacy and integrity of the message, and ensuring that the message is accurate and delivered to the guest in a prompt and timely manner.
- Maintains the integrity of the hotels information by not providing confidential or privacy invasive information about guests or the hotel. Maintains the integrity of the guests’ privacy at all times and adheres to DoubleTree by Hilton Brand Standards for communication.
- Handles complaints promptly and efficiently, taking the necessary action, and informing the CAREline supervisor or Duty Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
- Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
- Ensures that VIP guests are treated personally and recognized as an individual.
- Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Handle In room dinning order promptly and correctly base on guest’s order and key in into AGILYSYS system for In Room dinning section to deliver the F&B order.
- Inputs information in to PMS regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members.

**Quality**:

- Applies DoubleTree by Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
- Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International
- Is up to date with information on facilities, attractions, places of interest, sights and activities in and around Jakarta.
- Effectively communicates, coordinates and cooperates with other department especially IT.
- Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
- Ensures that the CAREline leader is kept aware and up to date of operational issues.
- Carries out administrative duties of the department where required, including typing, printing, and filing.
- Passes on informati