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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.
Under the guidance of Director, Operations & Partnerships – China, the Contact Centre Operations Administrator – Asia Pacific (APAC) will serve as a key member in the daily operations of Hilton Reservations & Customer Care (HRCC) and drive decisions through the use of insights and analytics. You will partner with other team members and the business (external and internal) to ensure that HRCC is delivering the best customer experience by developing and launching analytic capabilities, driving insights and operational objectives, and implementing call allocation and staffing recommendations.
You will be responsible for proactively identifying business trends and needs, thinking creatively and innovatively about solutions, and collaborating with the business to implement solutions and improvements. This will require you to think big, use data to guide your work, challenge convention, and in some cases, reinvent how work is done.
What will I be doing?
As the Contact Centre Operations Administrator – APAC, you will be responsible for performing the following tasks to the highest standard:
What are we looking for?
A Contact Centre Operations Administrator – APAC 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:
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
What is it like working for Hilton?
Hilton is the world’s 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!
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