### Job Title: Support Specialist
**Company:** Hilton
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
#### Job Description
Hilton is seeking a dedicated and adaptable Support Specialist to join our team in George Town, Penang. As a Support Specialist, you will play a crucial role in enhancing our guests' experiences while upholding Hilton's commitment to excellence in service. Your responsibilities will encompass a wide range of support and assistance tasks designed to facilitate smooth operations within our esteemed establishment.
#### Key Responsibilities
- **Customer Service Excellence:** Serve as the first point of contact for guests, addressing inquiries, resolving issues, and providing information about hotel services, amenities, and local attractions in a friendly and efficient manner.
- **Complaint Resolution:** Utilize negotiation skills to manage and resolve guest complaints effectively, ensuring their concerns are addressed satisfactorily while maintaining Hilton's standards.
- **Administrative Support:** Assist with administrative tasks such as managing communication, organizing schedules, and maintaining records related to guest interactions and feedback.
- **Collaboration with Departments:** Work in collaboration with various departments, including housekeeping, food and beverage, and sales, to ensure seamless service delivery and that guest requests are met promptly.
- **Feedback and Reporting:** Actively seek feedback from guests to understand their needs and preferences; prepare and present reports on customer experience trends and areas for improvement to management.
- **Training and Mentorship:** Assist in training new staff members by sharing knowledge of best practices and shared experiences to nurture a culture of excellence within the team.
- **Crisis Management:** Utilize critical thinking skills to assess situations quickly and implement solutions during peak times or emergencies, ensuring minimal disruption to guest satisfaction.
- **Technology Proficiency:** Utilize various software systems to document guest interactions, service requests, and reservations accurately while maintaining confidentiality of guest information.
#### Requirements
- **Education:** A high school diploma or equivalent; a degree in Hospitality, Business Administration, or a related field is preferred.
- **Experience:** Minimum of 3 years of experience in the hospitality industry or customer service roles, with a proven track record of enhancing the guest experience.
- **Personality Traits:**
- Resilient: Ability to manage stress and bounce back from challenging situations with a positive attitude.
- Motivated: Strong drive to deliver high-quality service and exceed guest expectations.
- **Soft Skills:**
- Excellent negotiation skills to address guest complaints and provide satisfactory solutions.
- Strong critical thinking abilities to troubleshoot issues effectively and make sound decisions in a timely manner.
- Effective communication skills, both written and verbal, to convey information clearly and professionally.
#### Benefits
- **Paid Time Off (PTO):** Enjoy paid time off to recharge and maintain a healthy work-life balance.
- **Free Food:** Indulge in complimentary meals during your shifts.
- **Relocation Allowance:** For those moving to join our team, we offer a relocation allowance to assist with the transition.
#### Working Environment
At Hilton, we strive for excellence and uphold high standards in all endeavors. Our team is dedicated to providing exceptional service to our guests while fostering a collaborative and supportive workplace. We believe in continuous improvement and encourage our staff to contribute ideas that further enhance our workplace culture.
#### Application Deadline
To join our mission of exceptional hospitality, please submit your application by **September 28, 2024.**
#### Equal Opportunity Statement
Hilton is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We look forward to welcoming talented individuals who share our passion for hospitality!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
