Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 5,600 properties with more than 913,000 rooms in 113 countries and territories. In the 100 years since our founding, we have defined the hospitality industry and established a portfolio of 17 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 70 million members in our award–winning customer loyalty program, Hilton Honors.
What will I be doing?
Under the general direction and guidance of a Manager, a Supervisor is primarily responsible for coaching and developing HRCC Agents to meet monthly key sales and service performance targets. In addition, a Supervisor is responsible for conducting and documenting formal monthly agent performance reviews. Specifically, you will be responsible for performing the following tasks to the highest standards:
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Effective communication skills, with the ability to clearly and concisely express ideas both verbally and in writing
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Absolute discretion and confidentiality regarding sensitive information.
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Ability to take initiative to identify, prioritize and implement all elements required for team to fulfill responsibilities in accordance with core strategic goals
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Strong problem-solving skills, including ability to effectively address any issue in collaboration with others as appropriate; ability to proactively identify and prevent potential problems; ability to help develop problem solving skills among direct reports and other team members as appropriate
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Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities
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Ability to collaborate with others and act in an objective manner in order to effectively solve problems and stay on track towards accomplishing organizational goals.
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Proficient with team metrics and all software programs necessary to be successful in the HRCC department. Ability to quickly learn new programs and train staff.
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Strong project management skills, including the ability to manage details through to completion and ensure project deadlines are met
Strives for new ways to continually increase sales opportunities
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Handles escalated calls, complaints, questions, and queries as necessary
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Creates a conducive work environment for all the team members
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Carries out team meetings and actively participates in monthly and weekly meetings with peers and Manager
What are we looking for?
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- University graduate or equivalent qualification required;
- At least 2 years’ hotel industry or contact center experience.
- At least 2 years’ team management experience.
- Can demonstrate a good understanding of the basic principles and importance of team coaching & development
- Excellent interpersonal skills that build trust and instill confidence in order to motivate and influence others
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Four (4) year college degree;
- Can demonstrate previous experience and / or application of coaching;
- Knowledge of, and experience with hotel products & services;
- Knowledge of business mathematics, including ability to calculate percentage changes and averages/weighted averages; working knowledge of Microsoft Excel, PPT, including ability to understand/manipulate basic spreadsheets
- Proficient in English, both speaking and writing;
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!