Care Line Agent

About the role

The Care Line Agent is the voice of Hilton for incoming and outgoing guest calls. Working from the hotel’s telephone hub, you will ensure every call is handled accurately, courteously, and in line with Hilton’s high service standards.

Key responsibilities

• Process all incoming and outgoing calls with accuracy and courtesy.
• Record and manage wake‑up calls, page guests, and coordinate with relevant departments.
• Assist guests with international calls, directory queries, and airline information.
• Maintain detailed knowledge of the hotel’s fire, life‑safety, and emergency procedures.
• Provide secretarial support, update traffic sheets, and handle call cost billing.
• Report equipment defects, log daily activities, and ensure a clean work area.
• Handle guest complaints promptly and follow up on resolutions.

Required profile

• Strong drive for results and willingness to meet high performance standards.
• Ability to work collaboratively with team members and other hotel departments.
• Awareness of Hilton policies, safety procedures, and guest privacy principles.
• Commitment to maintaining a clean and organized workspace.

Required skills

• Business center equipment
• Guest Service