You will be responsible for answering guest phone calls, responding to inquiries, and providing information about hotel services and amenities. As a CareLine Agent you’re not just handling incoming telephone calls – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
ResponsibilitiesGuest Call Handling: Answer and manage guest calls, provide hotel and local information, and handle requests efficiently.
Service & Communication: Respond to inquiries with professionalism and courtesy, ensuring a positive guest experience. Communicate clearly and resolve concerns promptly.
Coordination & Follow-Up: Relay guest requests to relevant departments and ensure timely follow-up. Support internal communication across hotel teams.
Issue Resolution: Address guest complaints and proactively prevent service disruptions.
Documentation: Maintain accurate logs of guest interactions and update guest profiles for future personalization.
Previous experience in guest service, front office, or call center roles within hospitality.
Excellent verbal and interpersonal skills; able to handle inquiries professionally and courteously.
Capable of managing high call volumes and multiple requests efficiently.
Skilled in resolving guest issues with discretion and a proactive approach.
Familiarity with hotel PMS and service protocols is preferred.
Fluent in English; additional languages are a plus.
Available to work varied shifts, including nights, weekends, and holidays.
Skills Required
- Previous experience in guest service, front office, or call center roles within hospitality
- Excellent verbal and interpersonal communication skills
- Ability to manage high call volumes and multiple requests efficiently
- Skill in resolving guest issues discreetly and proactively
- Familiarity with hotel property management systems and service protocols
- Fluency in English
- Availability to work varied shifts, including nights, weekends, and holidays
- Additional language proficiency
Hilton Compensation & Benefits Highlights
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Wellbeing & Lifestyle Benefits — Go Hilton provides heavily discounted hotel stays for team members and extends access to family and friends, with up to 110 discounted nights and rates as low as $40 in some cases. Additional wellbeing resources include an Employee Assistance Program, mental-health support, caregiving resources, and programs like Thrive and sabbaticals.
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Retirement Support — A 401(k) is offered with a company match of 100% on the first 3% of eligible pay plus 50% on the next 2%. This structure provides meaningful employer support for long‑term savings.
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Parental & Family Support — New parents receive 4 weeks of fully paid parental leave, with birthing parents receiving an additional 8 weeks for a total of 12 weeks. Support extends to adoption assistance up to $10,000 per eligible child and resources for caregiving.
Hilton Insights
What We Do
Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 22 world-class brands comprising nearly 7,300 properties and more than 1.1 million rooms, in 123 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed more than 3 billion guests in its more than 100-year history, earned a top spot on Fortune's 100 Best Companies to Work For list and been recognized as a global leader on the Dow Jones Sustainability Indices for six consecutive years. Hilton has introduced several industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 165 million members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone. Visit stories.hilton.com for more information, and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram and YouTube.
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