Care Line Agent (Operator)

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will be responsible for answering guest phone calls, responding to inquiries, and providing information about hotel services and amenities. As an Care Line 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.

Here’s what you’ll do during a typical day:

• Guest 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.

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A 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.

In addition, this role requires the following minimum qualifications:

• 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.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.