Overview
Careline Agent Jobs in Melaka, Malacca, Malaysia at Hilton
Title: Careline Agent
Company: Hilton
Location: Melaka, Malacca, Malaysia
Job Description
You will be responsible for answering guest phone calls, responding to inquiries, and providing information about hotel services and amenities. As a CareLine Agent you’re not just handling incoming telephone calls – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
- Guest Call Handling: Answer and manage guest calls, provide hotel and local information, and handle requests efficiently.
- Service & Communication: Respond to inquiries with professionalism and courtesy, ensuring a positive guest experience. Communicate clearly and resolve concerns promptly.
- Coordination & Follow-Up: Relay guest requests to relevant departments and ensure timely follow-up. Support internal communication across hotel teams.
- Issue Resolution: Address guest complaints and proactively prevent service disruptions.
- Documentation: Maintain accurate logs of guest interactions and update guest profiles for future personalization.
Qualifications
- Previous experience in guest service, front office, or call center roles within hospitality.
- Excellent verbal and interpersonal skills; able to handle inquiries professionally and courteously.
- Capable of managing high call volumes and multiple requests efficiently.
- Skilled in resolving guest issues with discretion and a proactive approach.
- Familiarity with hotel PMS and service protocols is preferred.
- Fluent in English; additional languages are a plus.
- Available to work varied shifts, including nights, weekends, and holidays.
