Posted April 18, 2021Hilton - Greater China & Mongolia
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
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.
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.
The Guest Engagement Specialist will engage directly with Hilton guests as a specialist in sales, reservations and customer service, through several channels, such as Phone, WeChat, Fliggy, Email and China applications. The Guest Engagement Specialist will either work-from-home or work onsite with Hilton’s reservation, sales and customer support teams and he / she possess strong communication skills that can easily switch focus from solving problems to selling Hilton.
This role will serve as the first point of contact with our customers, having conversations with customers to understand their needs, answer questions, and provide personalized solutions. This means being able to perform various roles, based on training provided. This includes (but not limited to) advising, selling, responding to inquiries / requests, and resolving customers’ issues / complaints. Besides the reactive response to customers’ needs, he / she is empowered to gather the voice of customers and classify data in different categories, participating in process improvement and customer engagement programs. Every contact is an opportunity to build trust with our guests and convert every customer into a lifetime Hilton guest.
What will I be doing?
A Guest Engagement Specialist will live our Hilton values and HRCC tenets at every touchpoint and will be empowered to create an effortless experience by providing the right solution(s) for each customer. You will be responsible for performing the following tasks to the highest standards:
What are we looking for?
A Guest Engagement Specialist serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
What will it be like to work for Hilton?
Hilton is the 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 day. And, our amazing Team Members are at the heart of it all!
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We believe Hospitality isn’t just a job; it’s a journey of self-discovery, growth, community and cultures. Our Team Members are extraordinary professionals who work together to deliver exceptional experiences for all who walk through our doors. As we continue to grow and innovate, our Vision “to fill the earth with the light and warmth of hospitality” has never faltered. We are more than a room for the night. We create heartfelt experiences for Guests, meaningful opportunities for Team Members, and a positive impact in our Communities.