Guest Assistant Specialist

Job Description - Guest Assistant Specialist (EUR015IX)

Job Number:

EUR015IX

Work Locations

Hilton - Area Office - Glasgow 191 West George Street Glasgow G2 2LD

Position Statement:

International Specialists are responsible for working with our valued guests, hotels, 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.

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

Guest Assistance Specialists are fully trained and empowered to assist Hilton customers and fellow Team Members with their questions and concerns; these enquiries may relate to hotel stays, finance, reservation 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 Arabic, Polish, German, Spanish, Portuguese, French, Italian, Russian or Turkish. Must effectively correspond with peers, internal/external partners, hotels and customers in a professional and timely manner.

Problem Resolution

Must be able to resolve, in an effective manner, guest concerns, whilst adhering to departmental guidelines. Must be able to use good judgement and make appropriate compensation decisions when necessary. Must have good lateral thinking abilities and be able to think outside the box when unforeseen 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 relating 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 Arabic, Polish, German, Spanish, Portuguese, French, Italian, Russian or Turkish, from General Managers/Owners relating to Guest Assistance policies and procedures.

Supportive Functions

• Processing and reviewing claims for Hilton’s Price Match Guarantee program
• Support our HRCC global 3rd party partner offices on escalated issues arising from guests/hotels
• Assist new team members and/or employees from other areas of the company with shadowing activities
• Train new team members on departmental systems and procedures
• Special projects at the direction of department management
• Translation assignments for but not restricted to Hilton marketing campaigns
• Participation in User Acceptance Testing for new and developing work tools
• Suggestions on internal Knowledge Base article improvements
• Participation in Focus group advisory boards
• Account Management and travel arrangements for Hilton’s Global partners on behalf of Loyalty and Partnership teams
• Assist with enquiries relating to hotel payment links
• Processing of administrative tasks in relation to the issuance of compensation in the form of complimentary night vouchers

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:

• 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 (Arabic, Polish, German, Spanish, Portuguese, French, Italian, Russian or Turkish) speakers.
• Communicate in a confident and respectful professional 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 (phone, email, social media, Chat via dedicated guest engagement platform), gathering and documenting relevant information
• Follow protocol such as creating and updating Guest (CRM) profile management cases accurately and thoroughly
• 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

• Experience in Customer Service
• Experience with MS Office Suite

Preferred Qualifications

• Hospitality Experience

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!