Care Line Leader/Supervisor

Job description

A Care Line Leader is responsible for assisting the Care Line Manager in directing, supervising, and coordinating the activities in the Telecommunication department to achieve the highest possible guest satisfaction.

What will I be doing?

A Care Line Leader is responsible for supervising the activities in the telecommunication department and must perform the following tasks to the highest standards:

·  Assists Care Line Manager in all aspects of Care Line Centre to achieve the highest possible guest satisfaction
·  Directs, supervises and coordinates the activities in Telecommunication department
·  Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
·  Investigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions
·  Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions
·  Establishes and maintains effective employee relations
·  Organizes and conducts regular meeting for all Telecommunication staff to facilitate communication and a smooth operation
·  Manages and monitors the operation of all equipment, software, hardware and endure all units are working and installed properly
·  Ensures all telecommunication equipment are covered by the correct maintenance contract and the preventive maintenance is performed
·  Maintains up to date list of all telecommunication equipment
·  Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
·  Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager
·  Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards
·  Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses
·  Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel
·  Prepares and controls departmental budgeted
·  To attend Telecommunication seminar, product knowledge, presentation, organized by the external bodies
·  Performs related duties and special projects as assigned
·  Conducts shift briefings to ensure hotel activities and operational requirements are known
·  Prepares efficient work schedule for Telephone staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration

Human Resource and Training Responsibilities:

·  Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive
·  Prepare induction programs for new employees and allocate sufficient time for their implementation
·  Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member
·  Provide input for probation and formal performance appraisal discussions in line with company guidelines
·  Ensure new staff attends Corporate Orientation within first month of hire
·  Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance

Financial Responsibilities:

·  Works with superior in the preparation and management of the department's budget and is aware of financial targets
·  Recycles where-ever possible and enforces cost saving measures to staff

Occupational Health and Safety Responsibilities:

·  Demonstrate Awareness of Occupational Health and Safety policies and procedures and ensure all procedures are conducted safely and within Occupational Health and Safety guidelines and ensure your direct reports do the same
·  Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
·  Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
·  Initiate action to correct a hazardous situation and notify supervisors of potential dangers
·  Log security incidents and accidents in accordance with hotel requirements What are we looking for?

Care Line Leader/Supervisor serving Hilton brands are 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:

·  Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals
·  Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles

Understanding the Business:

·  Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information
·  Adheres to the Hilton's Corporate Code of Conduct, Employee Handbook and Hotel policies
·  Demonstrates an understanding of competitors' major strengths and weaknesses
·  Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations
·  Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable

Hospitality:

·  Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information
·  Adheres to the Corporate Code of Conduct, Employee Handbook and Hotel policies
·  Demonstrates an understanding of competitors' major strengths and weaknesses
·  Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations
·  Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable

Teamwork:

·  Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results
·  Actively participate in wider hotel meetings
·  Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication

Adaptability:

·  Be comfortable and effective in an environment of ambiguity or change
·  Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner
·  Complete tasks as directed by Management

Developing Self:

·  Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
·  Seek feedback on areas of shortfall
·  Maximize opportunities for self-development

Reliability:

·  Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
·  Follow standards, policies and procedures
·  Meet hotel attendance and grooming standards

Cultural Awareness:

·  Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries

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!