{"id":3318283,"url":"https://alion.io/job/hilton-magic-call-centre-agent","title":"Magic Call Centre Agent","company":{"id":449836,"name":"Hilton","domain":"hilton.com","url":"https://alion.io/company/hilton-3","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":86,"open_postings":421,"ghost_share":0,"stale_share":0.767,"repost_share":0.005,"time_to_fill_p50_days":4,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":5500,"max_usd":11500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-03T04:46:07Z","employer_posted_date":"2026-08-03","last_verified_at":"2026-10-31T14:50:53Z","board_verified":true,"closed_at":null,"days_open":89,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":89},"description":"Exceptional Hospitality Starts with You\nThe Magic Call Centre Agen t organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures.\n Here’s what you’ll do during a typical day:\nActively seeking verbal feedback from customers and team members at every opportunity.\n\nAgree on and implement actions to make improvements to customer service.\n\nPromote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.\n\nHandle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate.\n\nFollow-up with guests to ensure satisfaction with problem resolution (service recovery).\n\nPositively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Communication Supervisor.\n\nMake sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.\n\nHandle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.\n\nEffectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.\n\nBe up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.\n\nHandle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.\n\nBe proactive towards customers, assisting them with any reasonable requests.\n\nKnowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.\n\nFamiliar with operating the telephone, FCS, OnQ PM and Micros system.\n\nTake on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.\n\nTake on an active role in the Guest Service Centre.\n\nDescribe, assign and delegate duties and authority for the operation of the department at all times.\n\nUnderstand the situation in other departments and their implications for your own department.\n\nPlan ahead and ensure adequate resources are available.\n\nCoordinate with the Housekeeping and Engineering departments to ensure cleaning is followed up, ensuring that follow-up procedures are maintained.\n\nCommunicate effectively with F&B and Kitchen teams to ensure in-room dining’s quality and effectiveness.\n\nEnsure that the shift is reviewed, handovers and briefings are carried out.\n\nMaintain in-depth technical knowledge and skills required for the job.\n\nMaintain guest histories to assist with returning guests.\n\n What It Takes to Make the Stay\nAt Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:\nA passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.\nIn addition, this role requires the following minimum qualifications:\nMinimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.\n\nUnderstand basic spoken English to meet business needs.\n\nMaintain a high customer service focus by approaching your job with the customers always in mind.\n\nPositively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.\n\nMotivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.\n\nBe flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.\n\nMaintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.\n\nContribute ideas and suggestions to enhance operational / environmental procedures in the hotel.\n\nGood organization and coordination skills.\n\nStrong sense of responsibility and self-motivation.","description_format":"text","description_chars":4757,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-10-27T06:25:17Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.101,"p_room":0.28,"age_days":89,"expected_fill_days":4,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/hilton-magic-call-centre-agent","json_url":"https://alion.io/job/hilton-magic-call-centre-agent.json","meta":{"generated_at":"2026-10-31T16:20:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25518,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":449836},"rest":"https://alion.io/mcp/rest/get_company?id=449836"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhilton-magic-call-centre-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhilton-magic-call-centre-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhilton-magic-call-centre-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hilton-magic-call-centre-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhilton-magic-call-centre-agent"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3318283}},{"tool":"search_jobs","arguments":{"company":"hilton.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3318283},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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