A Care Line Runner is responsible for processing all incoming and outgoing calls accurately and courteously.

What will I be doing?

 

A Care Line Runner contributes to the impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Process all incoming and outgoing calls accurately and courteouslyRecords and controls accurately wake up callsPages guests in co-operation with concerned departmentsAssists guests with international calls and directory queriesCalls guests by name whenever possiblePages staff member when requestedAbides by principles of guest privacyHandles guests' needs or requests and reports complaints to the SupervisorReport on logbook dailyBill call costsAware of local telephone listings and frequently dialed numbersAdvises defects on switchboard equipment to SupervisorAttends to all guest queries and requests promptlyMaintains detailed knowledge of the Hotel's fire, life and safety systemMaintain Hotel InformationProvide secretarial services for guestsEfficient in the use of all business center equipmentUpdate traffic sheets accuratelyHandle complaints promptly and follow up thoroughly on action takenPromote in house service and facilitiesUpdate airline schedules and guides the guest whenever requestedCo-ordinate the reservations of meeting roomsAdvise to Supervisor all stationary needs in advanceEnsure cleanliness of work area and clean your work area prior to departingReport daily activities in logbook

Occupational Health and Safety Responsibilities:

Demonstrate Awareness of Hilton policies and procedures and ensure all procedures are conducted safely and within Hilton guidelinesBe familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensiblyInitiate action to correct a hazardous situation and notify supervisors of potential dangersLog security incidents and accidents in accordance with hotel requirements

What are we looking for?

 

Care Line Runner 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:

Drive for Results:

Compete against a standard of excellence by setting high performance standards and pursuing aggressive goalsStrive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles

Understanding the Business:

Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative informationAdheres to Hilton Corporate Code of Conduct, Employee Handbook and Hotel policiesDemonstrates an understanding of competitors' major strengths and weaknessesEstablishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendationsHas a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable

Hospitality:

Demonstrates an understanding of competitors' major strengths and weaknessesEstablishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendationsHas a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable

Teamwork:

Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive resultsActively participate in wider hotel meetingsInteract with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication

 

Adaptability:

Be comfortable and effective in an environment of ambiguity or changeBe receptive to new ideas and respond to workplace changes in a flexible and optimistic mannerComplete tasks as directed by Management

Developing Self:

Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirementsSeek feedback on areas of shortfallMaximize opportunities for self-development

Reliability:

Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervisionFollow standards, policies and proceduresMeet hotel attendance and grooming standards

Cultural Awareness:

Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries.

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 global brands.  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!