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?

The Guest Engagement Specialist (GES) is a work-from-home role within HRCC's support team and is perfect for someone with strong communication skills that can easily switch from selling Hilton to solving problems. This means being able to perform various roles, based on training provided (responsibilities vary by level) and includes but is not limited to advising, selling, responding to inquiries/requests, and resolving issues/complaints. You will serve as the first point of contact answering inbound back-to-back calls from our customers to understand their needs, answer questions, and provide personalized solutions.

Responsibilities may include, but are not limited to:

• Deliver excellent service and respond in a friendly, timely, and consultative manner using discovery principles to uncover the customer needs and match to the appropriate Hilton offering or solution.
• Develop an understanding of Hilton and partner offerings, and then utilize that knowledge to maximize revenue through consultative selling.
• Demonstrate proficiency and meet specific daily sales and service goals and metrics. Examples of required metrics and competencies include customer satisfaction scores, revenue generated per call, upselling, cross-selling, first-call resolution, and good judgment.
• Appropriately acknowledge service failures, handle escalated problems, and identify service recovery options to maintain customer loyalty.
• Be receptive to feedback and quickly apply performance improvement recommendations.
• Effectively use tools to respond to customer inquiries, some examples are reservation requests, Hilton Honors account/promotional information, service/stay-related questions, etc.
• Show a high level of accountability and engagement by identifying areas of opportunity to improve the customer experience.
• Build appropriate connections and trust with the customer to effectively counteract objections through negotiating and/or upselling and cross-selling.
• Utilize various resources that provide information on the property to offer clear and accurate details to customers.

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

• Think and act independently, use good judgment, and build rapport with customers.
• Take initiative, ownership, and accountability.
• Can influence customers with a positive and high-energy!
• Accountable for downtime related to technology issues and report outages promptly.
• Deliver phenomenal customer experiences, thrive in a virtual environment, and are invigorated by constant personal interaction.
• Support a flexible working schedule.

• High School Diploma/GED
• Three (3+) years of steady job experience in a consultative customer service oriented and/or sales role
• 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
• GES 2: Six+ (6+) months of experience within GES 1
• Excellent verbal and written English communication skills and active listening skills
• Can set up job-related computer equipment, run various computer programs, troubleshoot, and fix issues independently
• No corrective actions
• Consistently meeting or exceeding specific performance metrics/goals within your current role

• In-depth experience with Hilton products
• Proficient with MS Word, Excel, PowerPoint, and Outlook

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 his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.