Guest Engagement Specialist 4 - Go Hilton Concierge

What are we looking for?

The success in this role will demonstrate itself through the following attributes and skills:

• Outstanding customer service skills
• Ability to lead schedule to handle multiple tasks/projects simultaneously and deal with ambitious situations with perseverance, tolerance, and a professional demeanor and manner
• Works independently with limited supervision and as part of a team
• Possesses outstanding verbal and written communication skills
• Proficient with drafting detailed e-mail responses to answer complicated, lengthy questions based on thorough research and knowledge of program policies
• E-mail / written communication skills should be particularly excellent for working through complicated issues with the audience of Owners, hotel leaders, and executives
• Excellent active listening and social skills.
• Due to the confidential nature of Go Hilton and Hilton Honors, you will need to exercise discretion with all documents and information
• Ability to use all relevant and vital hardware and software applications to correctly perform the job duties.
• Excellent research skills and ability to “think creatively” to resolve complex issues independently and present recommended solutions to Go Hilton team to align on resolution.

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

• Current GES Level 4 at HRCC Team Member and meet all transfer eligibility requirements
• At least two (2) years current or previous tenure at HRCC
• At least 12 months of experience with Hilton reservation systems and Loyalty platforms, particularly GEM and GPM
• Proficiency in Microsoft Outlook and Excel
• Thorough knowledge of Go Hilton Travel Program and Team Member Hilton Honors rules, terms and conditions
• Knowledge of how to use the Go Hilton booking site to increase search results for Go Hilton rates
• Deep knowledge of Hilton Honors
• Extensive knowledge of Guest Assistance practices

It would be helpful in this position for you to demonstrate the following capabilities and distinctions:

• High School Graduate/GED
• At least three (3) years of current or previous tenure with HRCC
• Deep knowledge of Hilton data systems, the Lobby, Identity Management (IDM)
• Speak/write fluently in languages beyond English, preferably Spanish
• Open to working on weekend days if needed, which could be rotational within the team

What is it like working for Hilton?
The future of hospitality is bright at Hilton: 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.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton! 

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 annual salary range for this role is $35,000-$50,000 and is determined based on applicable and specialized experience and location. #LI-REMOTE