Guest Assistance Non-Voice Specialist

Hilton Reservations and Customer Care (HRCC) is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings. We strive to deliver personalized solutions that inspire a passion for travel, and our goal is to make a lasting impression with every Hilton guest with whom we interact. 

What will I be doing?

As a Guest Assistance (GA) Non-Voice Specialist, you will be empowered to resolve customer service issues and questions for our customers that occur at our hotels and with the Hilton Honors loyalty program. You will be a point of contact, committed to ensuring that our internal and external customers are extended “rewarding guest experiences” by providing exemplary customer service through various contact channels, which include but may not be limited to email, chat, data entry, web, app, Compensation, Best Price Guarantee (BPG), and phones.

More specifically, you will:

• Respond via the chat channel to incoming customer queries and send a response within the published average speed of answer.

• Answer incoming email customer queries, responding in writing within the published average answer speed.

• Process missing bonus points earned from the Hilton Honors program. This includes processing Missing stays, Multiple Non-Stay Bonuses, fulfillment of cards, etc.

• Process all forms of compensation to guests received via a Guest Assistance file and work with hotels to assist with billing questions and paying GA invoices.

• Respond to BPG claims using a GA file and provide a written response via email to the guest within 24 hours.

• Analyze comments and diagnose the course of action via different communication channels to ensure satisfactory resolution to concerns with reservations, Advance Purchases, Honors program, and hotel stay/policy, so that Hilton that will potentially restore the guests’ faith in our brands.

• Contact guests and members, by telephone, as needed/necessary to resolve concerns, issues, and complaints.

• Form positive partnerships with hotels, including contacting them by telephone, to resolve guest and member issues.

• Use a various methods to contact customers, including but not limited to email, web, chat, APP, BPG, Compensation, and phones.

What are we looking for?

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

• Exemplary English written and verbal communication skills

• Excellent active listening, empathy, and service skills

• Strong critical thinking and decision-making skills

• Multi-task and computer proficiency, including the ability to easily navigate and toggle between multiple screens, talk and type concurrently, and troubleshoot basic computer challenges

• Strong knowledge and proficiency in Guest Assistance, Honors, Journey, Polaris, ResSmart, and Microsoft Office applications (such as Word and Excel)

• Problem solver, who can resolve issues effectively and creatively while maintaining a high level of flexibility, professionalism and integrity

• Ability to manage multiple priorities, work well under pressure and effectively handle concurrent demands to prioritize responsibilities

• High School Diploma/GED

• One (1) year of work experience in an environment, which required you to work well under pressure, identifying creative solutions to resolve issues and disputes

• Six (6) months experience on Guest Assistance, Customer Care, or Diamond desk requiring you to handle raised customer concerns

• Met required monthly key performance metrics for the past 90 days

• Scheduling flexibility inclusive of nights, weekends, and some holidays

• Two (2) years of hotel industry experience

• One (1) year of experience working in a role requiring the effective handling of a steady flow of back-to-back office work (email, chat, etc.)

• Proficiency with Salesforce, Sysomos and Chat applications

What are we looking for?

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

• Exemplary English written and verbal communication skills
• Excellent active listening, empathy, and service skills
• Strong critical thinking and decision-making skills
• Multi-task and computer proficiency, including the ability to easily navigate and toggle between multiple screens, talk and type concurrently, and troubleshoot basic computer challenges
• Strong knowledge and proficiency in Guest Assistance, Honors, Journey, Polaris, ResSmart, and Microsoft Office applications (such as Word and Excel)
• Problem solver, who can resolve issues effectively and creatively while maintaining a high level of flexibility, professionalism and integrity
• Ability to manage multiple priorities, work well under pressure and effectively handle concurrent demands to prioritize responsibilities

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

• High School Diploma/GED
• One (1) year of work experience in an environment, which required you to work well under pressure, identifying creative solutions to resolve issues and disputes
• Six (6) months experience on Guest Assistance, Customer Care, or Diamond desk requiring you to handle raised customer concerns
• Met required monthly key performance metrics for the past 90 days
• Scheduling flexibility inclusive of nights, weekends, and some holidays

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

• Two (2) years of hotel industry experience
• One (1) year of experience working in a role requiring the effective handling of a steady flow of back-to-back office work (email, chat, etc.)
• Proficiency with Salesforce, Sysomos and Chat applications

What is it like working for Hilton?

Hilton is the world’s leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every single day. And, our amazing Team Members are at the heart of it all!