Guest Engagement Specialist-OD(J18983)

工作职责：
Position Summary:
The Guest Engagement Specialist － Greater China & Mongolia （GCM） will engage directly with Hilton guests as a specialist in sales, reservations, and customer service across multiple channels such as Phone, Email, WeChat, and other digital platforms.
In addition to core guest engagement responsibilities, this role will primarily support Owner’s Desk （OD） and Executive Customer Relations （ECR） by handling owners’ requests （niche Segment/VIP support） and executive－level escalations （VP＋）. The Specialist will take full ownership of assigned cases, managing them from initial contact through investigation, stakeholder coordination, and resolution.
This role requires the ability to balance service excellence, problem－solving, and strong communication skills, while delivering personalized solutions and protecting Hilton’s brand reputation in complex and high－visibility scenarios.
What will I be doing?
Live our Hilton values and HRCC tenets at every touchpoint, you 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:
• Deliver excellent service by answering customers’ inquiries throughout your shift in a friendly, timely, and consultative manner, using discovery principles to uncover customer needs and match appropriate Hilton offerings or solutions.
• Develop an understanding of Hilton and partner offerings （e.g. time－shares, car rentals, credit cards, etc.） and utilize that knowledge to maximize revenue through consultative selling.
• Demonstrate competency proficiency and meet 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, good judgment, and customer focus.
• Demonstrate a high－level of accountability and engagement by identifying areas of opportunity to improve customer experience and drive recommendations / solutions that improve every interaction.
• Display an ability to tactfully acknowledge service failures and identify service recovery options in order to maintain customer loyalty.
• 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 （e.g. location, promotions, transportation, etc.） to offer clear and accurate details to customers.
• Effectively use tools to respond to customer inquiries, including （but not limited to） reservation requests, Hilton Honors account / promotional information, service / stay related concerns, etc.
• Be receptive to feedback and apply performance improvement suggestions quickly.
• Take other assignments from DC and the Management team when necessary.
 
Owner’s Desk （OD） Support
• Ensure high standards of personalized service and communication with the Owner through customer engagement,
acknowledgement, and open－ended questions to determine the Owner’s needs, interests, and requirements.
• Express a passion for travel and service delivery that will ensure a smooth journey for all requests with an effective
and satisfactory outcome.
• Complete Hotel bookings within our Hilton hotel portfolio of brands, and pre－arrival coordination with hotels.
• Acknowledge Owners requests with a clear and concise itinerary of travel plans/special requests to ensure all
Details received by the Owner are accurate and inclusive of all applicable timelines.
• Liaise on behalf of Owners, when needed, and investigate opportunities that will add value to the request.
• Increase awareness of other areas of our services to maximize their travel experience.
• Assist and resolve customer care issues and provide feedback, when applicable, to the Hilton Support team for
Possible further action that can negatively impact our business relationship with an Owner.
• Manage Owners general inquiries and offer solutions that positively affect the overall Owners experience.
• Ensure all updates to Owner’s Profile in all necessary applications with complete accuracy.
• Stay abreast of travel industry knowledge that may impact overall operation with our partners and hotels.
• Participate in Team Meetings, Conferences, and other special projects/tasks as designed.
• Manage all aspects of Owners’ Hilton Honors accounts as well as assist with their Family & Friends Hilton travel
program requests.
• Assist Experience Specialists with more complex cases including dining, ground transportation, Surprise and delight.
research and general enquiries, providing a detailed itinerary/recap once the task is complete.
Executive Customer Relations （ECR）
• Take full ownership of escalations received via Executive offices.
• Acknowledge and respond to guests within SLA （24 hours）
• Conduct thorough review and investigation of cases
• Coordinate with stakeholders （Hotels, Legal, Brand, etc.） to resolve issues
• Deliver clear, professional, and policy－aligned resolutions
Additional Requirements:
Flexible with work schedule and work hours based on business and customer needs such as on nights when the department is open, weekends and holidays.
Be present and available to take calls during all scheduled shifts, additional hours may be required with advance notice during peak volume, and during slower volume, there may be the option for team members to schedule fewer hours.
Attend and actively participate in 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.
Effective time management and able to work independently in a work－from－home or onsite environment.
任职资格：
• Minimum of BA / BS; MA preferred.
• 3 years of experience in a consultative customer service oriented and / or sales role.
• 1 year of successfully meeting specific metrics /goals in a performance－driven role.
• Experience handling customer complaints, escalations, or VIP service scenarios.
• Able to think and act independently, use good judgement, and build rapport with customers, including in sensitive or high－visibility situations.
• Deliver great customer experiences, thrive in a virtual environment, and are invigorated by constant personal interaction.
• Willing to learn and embrace Hilton values and HRCC tenets, which guide our unique style of service.
• Take ownership, accountability, and initiative, including end－to－end case ownership.
• High－energy, positive, and have excellent communication and active listening skills, including speaking, reading, and writing fluently in English
• Strong written communication skills with the ability to provide clear, professional, and structured responses.
• Possess strong sales and service skills and can influence customers.
• Experience working with customer experience metrics （CSAT, FCR）.
• Able to support a flexible working schedule.
• Capable of setting up job－related computer equipment, running various computer programs, troubleshooting, and fixing issues independently
• Accountable for downtime related to technology issues and for reporting outages in a timely manner.
• Prior experience in the hospitality industry.