Customer Service Agent (temporary) - New York Hilton Midtown

Customer Service Agent

The New York Hilton Midtown is looking for a temporary Customer Service Agent to join our team. It's all about location in NYC and New York Hilton Midtown places you right in the heart of the action. With over 1,900 rooms and 150,000 square feet of banquet space, this property offers advancement opportunities, terrific benefits, and a space for you in the city that never sleeps!

The ideal candidate will have previous experience in hotel PBX operations, and flexibility to work shifts across nights, weekends, and holidays.

Shift Pattern: Full availability, including nights, weekends, and holidays needed

Pay Range: $31.52 - $42.03 per hour

What are the benefits of working for Hilton?

Hilton is recognized as the best hospitality workplace in the world and the #2 World's Best Workplace by Great Place To Work US and Fortune!

We support the mental and physical wellbeing of all Team Members so they can thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

• Access to your pay when you need it through DailyPay
• Medical Insurance Coverage – for you and your family
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel discount program
• Supportive parental leave
• Matching 401(k)
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

*Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable.

What will I be doing?

As a Customer Service Agent, you would be responsible for answering and acting on calls from internal and external guests, logging and coordinating guest needs and requests, as well as dispatching work orders to appropriate departments and/or staff members. Following up, expediting work, and closing out requests in multiple complex computer systems, providing prompt, courteous, and efficient service in accordance with Hilton's high standards of service.

Specifically, you would be responsible for performing the following tasks to the highest standards:

• Promptly answer the telephone using positive and clear English communication.
• Listen to requests, probe for accurate information, and follow up with appropriate action.
• Listen and extend assistance in order to resolve guest requests and issues such as price conflicts, heating and cooling issues, and general front office, reservations, engineering, and housekeeping requests etc. Remain calm and alert, especially during emergency situations and heavy hotel activity.
• Implement detailed steps as outlined in the training manual, using judgment and discretion as necessary.
• Respond to guest and employee requests for repairs by entering work orders into a moderately complex computer system. Calls must be dispatched and monitored so they are completed promptly.
• Use all available supplies, knowledge, experience, tools, systems, and information to ensure completion and guest satisfaction.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values.

Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for this Hilton Worldwide Brand?

One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. Hilton remains an innovative, forward-thinking hospitality leader by offering best-in-class products, services, and amenities to ensure that every guest feels cared for, valued and respected. From inaugural balls and international award galas to business events and personal moments, Hilton is where the world makes history, closes the deal, toasts special occasions, and gets away from it all.

Hilton Hotels & Resorts is one of Hilton Worldwide's ten market-leading brands. For more information visit www.hiltonworldwide.com.

If you understand the importance of upholding a brand's reputation and what it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts.