CARE Shift Leader
Position Statement
The Shift Leader (CARE line) organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures.
What will I be doing?
As the Shift Leader (CARE line), you will be responsible for performing the following tasks to the highest standards:
Train, supervise, and provide ongoing coaching to CARE agents to ensure efficient department operations and adherence to service standards.
Organize and participate in regular training sessions, including onboarding and integration of new team members, to maintain high service quality and product knowledge.
Maintain comprehensive knowledge of hotel products, services, local attractions, and Hilton programs (e.g., Hilton Honors, Stay Experience Platform) to provide accurate and prompt guest information.
Proactively seek, document, and report guest feedback and comments to the Assistant CARE Manager to enhance service delivery.
Handle all guest and internal customer inquiries and complaints courteously and efficiently, ensuring timely and satisfactory resolution, and support the Guest Relations Manager in problem-solving.
Promptly and professionally answer incoming calls, direct them appropriately, and assist with guest inquiries, reservations, modifications, and in-house service requests.
Log and follow up on guest requests, ensuring accurate documentation and resolution tracking.
Monitor the telephone system for proper functionality and report technical issues as needed.
Maintain a clean, organized, and professional work environment while upholding high guest service standards.
Ensure compliance with hotel systems, procedures, brand standards, and health & safety regulations, and ensure all team members are informed and compliant.
Foster effective communication and collaboration with Sales, Events, Rooms, and Engineering departments to ensure seamless guest service.
Attend briefings, shift handovers, team meetings, and training sessions as required, and perform other reasonable duties as assigned.
Act as a role model by exemplifying the DoubleTree by Hilton Brand Service Standards.
Be familiar with the hotel’s contingency and emergency procedures.
QUALITY
Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
Understand basic spoken English to meet business needs.
Good interpersonal, organizational and communication skills.
Good team player.
Able to work under pressure and deal with stressful situations during busy periods.
What are we looking for?
CARE Shift Leader serving Hilton brands is always working on behalf of our Guests and with other Team Members. To successfully fill this role, you should demonstrate the following attributes:
Hospitality: Passionate about delivering exceptional guest service.
Communication: Clear and professional verbal communication skills in both Korean and English.
Problem-Solving: Ability to handle guest concerns with patience, empathy, and efficiency.
Teamwork: Willingness to support colleagues and contribute to a positive team environment.
Attention to Detail: Accuracy in handling guest information and requests.
Professionalism: Maintains a calm and courteous demeanor at all times.
Adaptability: Comfortable working in a fast-paced environment and managing multiple tasks.
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!
