Communications Centre Manager Jobs

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Communications Centre Manager organizes and coordinates the services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures.

What will I be doing?

As the Communications Centre Manager, you will be responsible for performing the following tasks to the highest standards:

• Communicate effectively with the F&B and Kitchen teams to ensure in-room dining quality and effectiveness.
• Act as a coach and mentor to team members, reinforcing standards and expectations, motivating team members to strive for established targets.
• Ensure the shift is reviewed, and handovers and briefings are carried out.
• Be proactive towards customers, assisting them with any reasonable requests, training all team members to see these things before customers ask.
• Effectively manage all hotel communications, telephone calls, fax, mails, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.
• Maintain in-depth technical knowledge and skills required for the job.
• Attend and participate in regular operational and hotel meetings.
• Ensure that all team members provide on time wake-up call services to hotel guests.
• Maintain guest histories to assist with returning guests.
• Understand the situation in other departments and their implications for your own department.
• Coordinate with Housekeeping and Engineering department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak and providing information where necessary.
• Assess team members’ performance against standards, monitoring standards through regular standards review checks.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions, etc.).
• Agree on and implement actions to make improvements to customer service.
• Handle all messages in a private and confidential manner, ensuring privacy for guests and that the messages are received and delivered clearly, accurately and in a timely manner.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be completely familiar with all emergency procedures and the fire system, ensuring that all Communication Centre team members are familiar with the procedures too.
• Set and agree to departmental objectives for self and team, representing the needs of the team to others in the hotel and getting members of the team to work cooperatively with others.
• Lead the Communication Centre, monitoring performance, providing guidance and making decisions.
• Run the Communication Centre as the MAGIC Centre according to brand standards.
• Maintain guest histories to assist with returning guests.
• Follow-up with all guests to ensure satisfaction with problem resolutions (service recovery).
• Describe, assign and delegate duties and authority for the operation of the department at all times.
• Positively deal with and learn from customer complaints and comments with follow-up and feedback to the related Front Office Manager / Assistant Front Office Manager.
• Be available to assist on duty in the hotels during any busy days or special events.
• Lead and motivate team members by leading by example and employing competent and consistent management practices.
• Handle complaint promptly and efficiently, taking the necessary action, and informing the Guest Service Manager to follow-up where appropriate.
• Actively seek verbal feedback from customers and team members at every opportunity.
• Have detailed knowledge of Hilton departmental standards, explaining the standards to the team.
• Plan ahead and ensure adequate resources are available.
• Familiar with operating the telephone, FCS, OnQ PM and Micros system.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Ensure consistency of standards throughout the operation by adhering to Hilton brand standards.
• Take on an active role in the team, ensuring effective communication and work as a team in order to reach goals and targets.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service, implement and follow through with improvements identified.
• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos including special events and promotions in the restaurants and bars.
• Be aware of potential highs and lows in the business.
• Understand the goals of the hotel and the department’s role in achieving them, communicating the goals to the team.

Create and implement sales promotions and team member incentives as per discussion with the Front Office Manager.

• Ensure that new recruits have all relevant information before commencing employment.
• Create an environment where “everyone sells”.
• Follow company control procedures, controlling costs without compromising standards.
• Review and evaluate all training activities.
• Develop and implement department training plans to meet business needs.
• Communicate to the team their responsibilities within Health & Safety, ensuring that safe and healthy working practices are implemented at all times.
• Be familiar with and master the reservation content to help guests to book rooms.
• Regularly review individual and team performance against objectives and provide feedback.
• Complete regular financial and operating reports, forecasting potential costs.
• Communicate relevant financial information to the team, analyze and explain any financial variance against plan.
• Carry out seasonal inventory of operating equipment.
• Participate in community public relations for the hotel.
• Carry out selection interviews and make effective recruitment decisions based on skills and attitude.
• Understand the quantity and quality of people needed to operate the department.
• Carry out any other reasonable duties and responsibilities as assigned.
• Use key monitors and financial targets to evaluate the department’s performance and make future plans.
• Ensure that standard training and assessments are carried out.
• Plan and ensure that departmental orientation is carried out.
• Introduce appropriate product knowledge courses for team members.
• Understand relevant Health & Safety legislations and their implications on the department’s operation.
• Adhere to the hotel’s security and emergency policies and procedures.
• Ensure all reporting and servicing deadlines are met on a timely basis.
• Set up and maintain the leave plans for the department.
• Carry out annual appraisals in accordance with legal and hotel guidelines, assisting the Front Office Manager with all team members and identify individual training needs.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
• Participate in trainer programs, providing structured training to people starting careers in the hospitality industry.

What are we looking for?

An Communications Centre Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Understand basic spoken English to meet business needs.
• Able to maintain excellent relations with team members.
• Actively promote the services and facilities of Hilton brands to guests and suppliers of the hotel.
• Familiar with computer systems preferred.
• Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.
• Strong sense of responsibility and self-motivation.
• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Able to work under great physical and mental pressure.
• Good organization and coordination skills.
• Patient and responsible to solve all problems.
• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.

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 travellers 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!

Work Locations

Hilton Bali Resort, Indonesia

Schedule

Full-time

Brand

Hilton Hotels & Resorts

Job

Guest Services, Operations, and Front Office