工作职责：
Position Summary:
The Guest Engagement Specialist – Honors Experience will deliver elevated, personalized experiences for Hilton‘s most valued guests through the review, validation, and fulfillment of guest experience and engagement cases. The Specialist will evaluate guest insights, preferences, and occasion context to create meaningful interactions that strengthen loyalty and deepen emotional connections with the Hilton brand.
In addition, the role will support Executive Customer Relations （ECR） by managing executive－level escalations and providing thoughtful, professional resolutions for complex guest concerns. The Specialist will take ownership of assigned ECR cases from intake through investigation, stakeholder coordination, and final resolution.
Success in this role requires attention to detail, strong judgment, creativity, and the ability to balance guest experience, Hilton standards, and business considerations while managing both personalized engagement opportunities and high－visibility escalations.
What will I be doing?
Honors Experience
• Interpret and elevate guest engagement opportunities, building on guest insights and available information to create meaningful and personalized experiences.
• Review guest history, Hilton Honors profile data, preferences, and previous interactions to determine the most appropriate guest engagement approach.
• Apply program guidelines and standards to ensure a balance of creativity, consistency, and brand alignment.
• Coordinate fulfillment activities directly with guests, hotels, and internal stakeholders when required.
• Ensure every guest experience reflects Hilton‘s commitment to personalization, quality, and service excellence.
• Leverage guest insights and occasion context to create thoughtful and memorable experiences while balancing cost and operational considerations.
• Support additional Honors Experience projects, initiatives, and operational needs as assigned.
• Maintain accurate records, tracking, and documentation for all assigned cases and activities.
• Identify trends and opportunities to enhance guest engagement programs and processes.
Executive Customer Relations （ECR）
• Take full ownership of escalations received through Executive Offices and designated executive escalation channels.
• Acknowledge and respond to guests within established service level agreements.
• Conduct detailed reviews and investigations by evaluating case histories, guest profiles, hotel records, policies, and supporting documentation.
• Collaborate with Hotels, Operations, Brand, Legal, Loyalty, and other business partners to achieve timely resolutions.
• Apply sound judgment to determine appropriate outcomes that balance guest satisfaction, policy compliance, brand standards, and business needs.
• Deliver professional, empathetic, and policy－aligned communications throughout the case lifecycle.
• Maintain complete and accurate documentation of all actions, communications, decisions, and resolutions.
• Monitor assigned cases through completion and ensure all commitments are fulfilled.
• Identify trends, recurring issues, and opportunities for operational improvement and escalate insights as appropriate.
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：
• Bachelor‘s Degree （BA/BS） or equivalent combination of education and experience.
• 2–3＋ years of experience in customer service, hospitality, guest experience, customer relations, loyalty programs, or similar service－focused roles.
• Experience delivering personalized guest or customer experiences with strong attention to detail and service excellence.
• Experience handling customer complaints, escalations, service recovery situations, or VIP guest interactions.
• Proven ability to manage multiple cases or tasks simultaneously with strong organization, prioritization, and follow－through.
• Ability to think and act independently, exercise sound judgment, and make decisions that balance guest experience, policy compliance, and business considerations.
• Strong creative thinking skills with the ability to translate customer insights into thoughtful and meaningful guest experiences.
• Demonstrated ownership, accountability, and initiative, including end－to－end case management.
• Excellent verbal, written, and active listening skills, with fluency in English.
• Strong written communication skills with the ability to provide clear, professional, empathetic, and structured responses.
• Ability to build rapport and establish trust with guests, including in sensitive, complex, or high－visibility situations.
• Experience working with customer experience metrics and quality standards.
• Proficiency in Microsoft Office applications, particularly Outlook, Word, Excel, and other case－tracking or reporting tools.
• Experience working with case management systems, documentation standards, and operational processes.
• Ability to thrive in a fast－paced, performance－driven environment while maintaining a high level of accuracy and attention to detail.
• Able to support a flexible work schedule based on business needs.
• Capable of independently utilizing and troubleshooting job－related technology and systems.
• Prior experience in the hospitality, travel, loyalty, or guest experience industry.
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