MAGIC Agent

Job description

Hilton isn’t just a place to work. 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.

And, we strongly believe that our Team Members are more than just “employees”.

Thrive  at Hilton embraces our diversity and provides a way of living, helping our Team Members build a strong foundation for health and well-being, seeking lifelong learning and mindful leadership, dreaming and connecting with a Purpose, and creating the most optimal work experience for them as an individual.

Go Hilton , our leisure travel discount programme, is designed exclusively to ensure that our Team Members get to experience the same Hilton Hospitality when they are travelling at a discounted rate. Eligible Team Members and their authorized family and friends can take advantage of special room rates and other perks.

Join us now and enjoy the Hilton experience for yourself.

A MAGIC Agent directly addresses the needs of Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

What will I be doing?

As MAGIC Agent, you will directly address the needs of Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A MAGIC Agent is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

·  Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
·  Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
·  Manage, record and resolve promptly Guest or customer complaints
·  Ensure a very high level of customer service
·  Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
·  Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
·  Maintain good communication and work relationships in all hotel areas
·  Comply with hotel security, fire regulations and all health and safety legislation
·  Act in accordance with policies and procedures when working with front of house equipment and property management systems
·  Assist with other departments, as necessary

 

What are we looking for?

MAGIC Agents 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:

 

Drive for Results

·  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 Hilton 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

·  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!