Magic Service Agent (Operator)
A Magic Service Agent accepts, delivers and responds to Guest and management
messages, enquiries and emergencies and uses their knowledge of the hotel
facilities, services, and the local vicinity to quickly respond to the
customer.
What will I be doing?
As a Magic Service Agent, you will accept, deliver and respond to Guest and
management messages, enquiries and emergencies using their knowledge of the
hotel facilities, services, and the local vicinity to quickly respond to the
customer. A Magic Service Agent contributes to the first impressions of our
Guests and, therefore, must perform the following tasks to the highest
standards:
* Achieve positive outcomes from Guest queries in a timely and efficient manner
* Accept and deliver all messages correctly and promptly for both Guests and management
* Ensure all wake up calls take place at the correct time
* Demonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings when the appropriate
* Handle emergency calls immediately and relay comprehensive and accurate information, as required
* Demonstrate a high level of customer service at all times
* Comply with hotel security, fire regulations and all health and safety legislation
* Attend appropriate training courses, when required
* Demonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity
* Follow company brand standards
* Assist other departments, as necessary
What are we looking for?
Magic Service Agent serving Hilton brands are 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:
* Positive attitude and good communication skills, especially on the telephone
* Commitment to delivering a high level of customer service
* Ability to work on your own and as part of a team
* Competent level of IT proficiency
It would be advantageous in this position for you to demonstrate the following
capabilities and distinctions:
* Previous experience in a customer-focused industry
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. For nearly a century, Hilton has offered business and
leisure travelers the finest in accommodations, service, amenities and value.
Hilton is dedicated to continuing its tradition of providing exceptional guest
experiences across its. Our vision "to fill the earth with the light and
warmth of hospitality" unites us as a team to create remarkable hospitality
experiences around the world every day. And, our amazing Team Members are at
the heart of it all!
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