Guest Engagement Specialist -Guest Assistance

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Provide excellent service and respond in a consultative manner using discovery principles to uncover the customer needs and match to the appropriate Hilton offering or solution.
• Use tools to respond to customer inquiries, some examples are reservation requests, Hilton Honors account/promotional information, service/stay-related questions.
• Utilize resources that provide information on the property to offer clear and accurate details to customers.

How you will collaborate with others:

• Build appropriate connections and trust with the customer to counteract objections.
• Be open to suggestions and quickly apply performance improvement recommendations.

What customer segment you will support:

• Acknowledge service failures, handle escalated problems, and identify service recovery options to maintain customer loyalty.
• Develop an understanding of Hilton and partner offerings, and then utilize that knowledge to maximize revenue through consultative selling.

Equipment:

We will provide some of the technical hardware equipment for you to perform in your role including thin client computer, mouse and keyboard, USB audio headset, 2 USB flash drives, and Ethernet cable.

For work-from-home team members, you will provide the following equipment (non-reimbursable):

• Monitor
• Surge protector
• High speed wired internet service of 10 mbps or higher (WiFi is not permitted)
• Personal Phone Number/Smartphone

Availability/Locations:

We are hiring candidates in 29 states across the country, including: Alabama, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, Montana, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin and Wyoming.

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Three (3) years of steady job experience in a consultative customer service or sales role
• Experience working in a contact/call center environment
• Can set up job-related computer equipment, run computer programs and troubleshoot
• Available to start on August 19th, 2024
• Willing to accept $19.00 an hour
• Able to work Monday - Friday 9:00am -5:30pm CST during the first two weeks for training
• Attendance and active participation in live virtual training sessions, including 100% completion of self-paced training modules
• This position requires full-time commitment (40 hours a week), and punctuality according to HRCC's standards is crucial for the successful performance of this role
• Willing to work one of the 40 hour per week fixed shifts listed below:
  • 10:00am - 6:30pm CST on Thursday - Monday
  • 9:30am - 6:00pm CST on Thursday - Monday
  • 8:30am - 5:00pm CST Saturday - Wednesday
  • 10:00am - 6:30pm CST on Sunday - Thursday

It would be useful if you have:

• Experience working in a contact/call center in hospitality
• Have previously held a work-at-home job
• Experience with virtual training, which required you to complete self-paced modules
• Proficient with Microsoft Office

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World's Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it's like to be on Team Hilton!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws. 

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 10 days of paid time off in your first year of employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, pre-tax commuter benefit and our travel discount. The hourly rate for this role is $19 and is determined based on applicable and specialized experience and location.  #LI-REMOTE