Guest Assistance Specialist

Position Statement Guest Assistance Specialists are customer experience professionals responsible for supporting customers and business partners across multiple lines of business within Hilton Reservations & Customer Care. Through a variety of communication channels including phone, email, chat, social media and other digital platforms, they provide seamless support throughout the customer journey. This includes reservations, loyalty program enquiries, service recovery cases, account and payment-related enquiries, hotel support requests, and other customer care interactions. Acting as trusted Hilton brand ambassadors, Specialists combine exceptional service, problem-solving skills and commercial awareness to deliver positive outcomes and memorable experiences. They are empowered to resolve a wide range of enquiries while strengthening customer loyalty and confidence in Hilton's portfolio of brands. As part of Hilton's evolving customer contact strategy, Specialists are trained across multiple business functions, enabling them to provide expert support regardless of enquiry type and ensuring a consistent, effortless experience. What will you be doing? Customer Support & Service Excellence Deliver exceptional service through multiple communication channels, including phone, email, chat, social media and digital engagement platforms. Provide accurate, timely and professional support across a broad range of enquiries, including: Reservations and booking support for exclusive Hilton customer groups Hilton Honors account enquiries and program support Service recovery and customer advocacy cases Payment, billing and finance-related enquiries Digital platform and self-service support Hotel operational support Promotions, partnerships and special programs Identify opportunities to enhance satisfaction, strengthen loyalty and create advocacy through every interaction. What you will bring? Communication Communicate confidently and professionally in English and, if possible, one additional language (especially German, Polish or Turkish) but not mandatory. Build positive relationships with customers, hotels and internal stakeholders through clear, accurate and empathetic communication. Work collaboratively with colleagues and business partners to ensure timely and effective resolutions. Problem Solving & Resolution Take ownership of enquiries from initial contact through to resolution. Resolve complex situations effectively while adhering to company policies and service standards. Exercise sound judgement when determining solutions and compensation decisions where appropriate. Apply critical thinking and creativity to identify root causes and achieve positive outcomes. Support continuous improvement through feedback, trend identification and process enhancement recommendations. Multi-Skilled Expertise & Adaptability Develop and maintain knowledge across multiple Hilton products, services and support functions. Participate in cross-training initiatives that build proficiency across Reservations, Loyalty, Customer Care and Guest Assistance. Adapt to changing business priorities and evolving customer needs. Maintain an up-to-date understanding of Hilton policies, programs, promotions and technology platforms. Hotel & Internal Partner Support Provide guidance and support to hotel teams and internal stakeholders on customer service matters, policies and procedures. Collaborate across departments to achieve effective and timely outcomes. Act as a trusted resource and subject matter expert within designated areas of responsibility. Qualifications Minimum Qualifications Fluency in English spoken and written Experience in a customer-facing environment Strong communication, problem-solving and digital skills It Would Be Useful If You Have Fluency in one additional language (especially Turkish, French or Polish) Hospitality or travel industry experience Reservations, loyalty and/or guest assistance experience Experience supporting customers across multiple channels Knowledge of Hilton systems and programs