Guest Engagement Specialist

The location for this position is virtual/remote


With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to provide friendly and reliable experiences. If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. At Hilton, we never forget the reason we're here: to spread the light and warmth of hospitality.

What will I be doing?

Guest Engagement Specialist (GES)

If you are a highly motivated individual with a passion for consultative sales, customer service, and problem-solving, our GES work from home role is a perfect fit. GES Team Members advise, sell, respond to inquiries/requests, resolve guest issues, and engage with our guests.

Upon successful completion of the required training and a consistent demonstration of being able to perform basic job functions, you will be responsible for answering and servicing inbound back-to-back calls from our customers. You will engage directly with Hilton guests as a specialist in sales and reservations, with the opportunity to upskill for more complex calls. You will have conversations with our customers to understand their needs, answer questions, and provide personalized solutions to deliver the most reliable and friendly experience.

Essential functions of the role include, but are not limited to:

• Deliver excellent service throughout your shift and respond in a friendly, timely, and consultative manner, using discovery principles to uncover the customer needs and matching to the appropriate Hilton offering or solution.
• Take a consultative approach to discover guest needs and expectations and use a developed understanding of Hilton and partner offerings (e.g. timeshares, car rentals, credit card, etc.) to maximize revenue and personalize the guest experience.
• Demonstrate proficiency combined with meeting specific sales and customer service goals and metrics daily. Examples of required metrics and competencies include: customer satisfaction scores, revenue generated per call, upselling, cross-selling, first-call resolution, communication, and good judgment.
• Demonstrate a high-level of accountability and engagement by identifying areas of opportunity to improve the customer experience, driving recommendations/solutions that improve every interaction, including (but not limited to) tactfully acknowledge service failures or escalations and identify service recovery options to maintain customer loyalty.
• Effectively use tools to respond to customer inquiries, including (but not limited to) reservation requests, property information, Hilton Honors account/promotional information, service/stay related concerns, etc. offering clear and accurate details to customers.

Benefits:

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Flexible Shifts and days off:
  • Team Members have the flexibility of picking their own hours and days to work to meet a 40-hour, full time schedule. Schedules are generally 8 hours, 5x/ week or 10 hours, 4x/ week.

• Go Hilton travel program: 100 nights of discounted travel with rates as low as $40/per night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount!
• Maternity and parental leave, including 12 weeks of paid leave for birthing parents and four weeks of paid leave for eligible Team Members, including partners and adoptive parents
• Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
• Comprehensive Health Insurance coverage for you and your family, including Telemedicine
• Mental health resources including free counseling through our Employee Assistance Program
• 401K plan and company match to help save for your retirement

Additional Requirements

• Department is open nights, weekends, and holidays. Employees are expected to maintain required minimum working hours and be present and available to take calls during all scheduled shifts.
• You will need to provide a quiet work environment or home office, free from noise and distractions for your entire shift and be self-motivated.
• Attendance and active participation in live virtual training sessions, including timely and 100% completion of self-paced training modules.
• Regular and punctual attendance, in conformance with the standards established by HRCC, is critical to the successful performance of this position.
• Be receptive to feedback and apply performance improvement suggestions quickly.
• Effective time management and ability to work independently in a Work-From-Home environment.

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 be required to 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 currently 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.

What are we looking for:

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

• You thrive in a virtual environment, think and act independently, use good judgment, and build rapport with customers through friendly engagement to deliver great customer experiences.
• You are willing to learn and embrace Hilton values and Hilton Core Sales and Service Skills which guide our unique style of service. You take ownership, are accountable, and take initiative.
• You are high-energy, positive, and have excellent communication and active listening skills, including speaking, reading, and writing fluently in English.
• You possess strong sales and service skills, can influence customers and are invigorated by constant personal interaction.
• You can set up job related computer equipment, run various computer programs, troubleshoot, and fix issues independently. You are accountable for downtime related to technology issues and report outages in a timely manner.

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

• One (1) year of successfully meeting specific metrics/goals in a performance-driven role, including high customer satisfaction scores, negotiating, overcoming objections, and/or upselling and cross-selling

It would be advantageous in this position for you to have the following capabilities and distinctions:

• High School Diploma/GED
• For work-at-home positions, have previously held a work-at-home job
• Experience with virtual training, which required you to complete self-paced modules
• Prior experience in the hospitality industry
• Three (3) years of steady job experience in a consultative customer service oriented and/or sales role

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. #LI-REMOTE