Assistant Careline (Service Centre) Manager - DoubleTree by Hilton Shah Alam i-City
Exceptional Hospitality Starts with You
Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will oversee the daily operations of the service centre and guest services teams, ensuring that all guests receive outstanding service. You will manage day to day operations of our service centre resolve guest concerns and lead a team of Careline agents and guest service representatives to meet the hotel’s service standards. As an Assistant Careline (Careline) Manager, you’re not just overseeing daily service centre operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Here’s what you’ll do during a typical day:
- Lead daily service centre operations: Overseeing service centre activities, including guest service, external / internal inquiries, guest order, and adherence to policies and standards
- Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
- Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy, food & beverage and revenue growth
- Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
- Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
- Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment
What It Takes to Make the Stay
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
In addition, this role requires the following minimum qualifications:
- Proven experience in a service call centre or guest service management role within the hospitality industry or any other customer service industry.
- Strong leadership and team management skills, with the ability to inspire and motivate staff.
- Excellent communication and interpersonal skills, with a guest-centric approach.
- Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
- Proficiency in hotel property management systems (PMS) and front office operations is additional advantage.
- Proficiency in English; additional languages are a plus.
- Ability to work flexible hours, including nights, weekends, and holidays.