Guest Assistance Specialist

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. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike. Recently named the #1 company to work for in the U. K. by Great Places to Work, Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 6,600 properties and over 1 million rooms in 119 countries and territories.

In the 102 years since our founding, we have defined the hospitality industry and established a portfolio of 18 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 118 million members in our award-winning customer loyalty program, Hilton Honors.

Position Statement:

This position is responsible for turning instances of service shortfalls and communication breakdowns into positive experiences for our hotel guests and Hilton Honors members.

International Specialists are responsible for working with our valued guests and customers around the world, via different communication channels, to address and resolve their enquiries, and in turn, restore or consolidate their faith in the Hilton portfolio of brands.

Guest Assistance Specialists are fully trained, and empowered, to assist Hilton customers with their questions and concerns; these enquiries may relate to our Hotel stays, reservations procedures & conditions, Hilton Honors policies & account management, etc.

This GA Specialist role is also responsible for working in partnership with Hotel Management, to increase overall guest loyalty to their hotels and the Hilton portfolio of brands overall.

If you understand the importance of offering exceptional hospitality experiences, and take pride in offering great customer service, then this may be the perfect opportunity for you.

Position Summary:

What will I be doing?

Communication Skills
Must be able to communicate confidently, with internal and external customers, via multiple communication channels in both English and at least one other language, ideally French and Spanish. Must effectively correspond with peers, hotels and customers in a professional and timely manner.

Problem Resolution
Must be able to resolve, in an effective manner, guest concerns, whilst adhering by departmental guidelines. Must be able to use good judgement and make appropriate compensation decisions when appropriate. Must have good lateral thinking abilities and be able to think outside the box when never yet encountered situations arise. Must also have a desire to help improve systems and processes by gathering information which will lead to increased guest and team member experience alike.

Computer Literacy
Must have a good level of computer knowledge and be capable of navigating various programs, as it relates to the role. Must also be familiar, and comfortable, with Social Media platforms.

Internal Support
Must be comfortable addressing enquiries/communications made both verbally and in writing, in English & either French, Italian, Russian or Turkish, from General Managers/Owners as it relates to Guest Assistance policies and procedures.

Supportive Functions:

What are we looking for?

The candidates must possess the following knowledge, skills and abilities in order to perform the essential functions of the job, with or without reasonable accommodation.

• Communicate in spoken and written English to an advanced/native level
• Communicate in at least one additional language to an advanced/native level - all languages will be considered, however, we are especially keen to hear from Spanish & French speakers
• Communicate in a confident and respectful manner overall, with internal and external customers
• Manage multi-tasking efficiently, demonstrating excellent organizational skills and time management
• Effectively communicate by ways of multiple channels, gathering and documenting relevant information
• Complete protocols accordingly, such as creating and updating Guest profile management cases accurately and completely
• Confidently send clear information to all relevant parties and follow through to a satisfactory resolution
• Be comfortable offering recommendations and advice to our internal partners when applicable

Qualifications

Required Qualifications

• High School Education
• Experience in Customer Service
• Experience with MS Office Suite

Preferred Qualifications

• College qualification
• Hospitality Experience
• Social Media Literacy

What benefits will I receive?

Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of the Go Hilton Team Member Travel Program, which provides reduced hotel room rates for you, your family & friends! We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton.