Guest Engagement Specialist -Executive Customer Relations

Overview

Guest Engagement Specialist 4 – Executive Customer Relations (HRC
010J0). As a Guest Engagement Specialist 4 – Executive Escalations, you will be the voice of Hilton for our most valued guests, delivering exceptional service and turning challenges into opportunities for loyalty. Reporting to the Development Coach on the Executive Customer Service desk, you will manage customer-facing, high-profile cases originating from the Executive Office requiring empathy and a solutions-focused approach. Your goal is to offer resolution, retain guest loyalty to Hilton, and identify process improvement where needed.

Hilton Reservations and Customer Care - Dallas 15305 N Dallas Parkway Suite 600 Addison 75001

Note:

Only accepting Current Team Member applications at this time

The location for this position is virtual/remote

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 programs and benefits such as:

• Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
• Hilton Shares:
  Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. Hilton’s leadership development framework focuses on developing skills and business insight through a range of programs and approaches to meet varying learning needs and preferences.

Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

Your role is important and below are some of the fundamental job duties that make your work unique.

• Provide personalized, consultative service by using discovery principles to uncover guest needs and match them with the right Hilton offerings and solutions.
• Develop expertise in Hilton and partner products to address feedback and deliver accurate, thoughtful responses.
• Acknowledge service failures and manage escalated issues with care, identifying service recovery options that protect brand reputation and strengthen guest relationships.
• Manage each case from start to finish, ensuring resolution to guest concerns and documenting actions to support process improvements and identify gaps that enhance customer service and on-property standards.

• Balance independent work with teamwork, taking full ownership of cases while engaging support contacts when needed to resolve complex concerns.
• Partner with other teams to provide comprehensive solutions that uphold Hilton's standards and guest expectations.
• Share insights and feedback with leadership and peers to improve and elevate the guest experience across all touchpoints.

• Oversee assigned cases from intake through resolution, ensuring accountability and follow-up.
• Clear and accurate documentation of all actions, communications, and outcomes to maintain compliance and support process improvement.
• Experience interpreting and responding to customer requests, both verbal and written, with all parties involved, including guests, other teams, and executive partners.
• Achieve individual performance thresholds, measured by goals such as resolution time, guest satisfaction scores, and quality standards.

You have these minimum qualifications:

• Three (3) years of steady job experience in a consultative customer service-oriented and sales role
• One (1) year of meeting specific metrics/goals in a performance-driven role, including high customer satisfaction scores, overcoming objections, complaint…