Hilton
Guest Assistance Specialist
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Job Description
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.
Responsibilities
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.
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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
About Us
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
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Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.
About The Team
How We’ll Help You Thrive
Benefits
At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
- Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
- Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
- Mental health resources – Your wellbeing comes first. Through our Care for All hub, we provide resources to help our Team Members to care for themselves, care for members of their team, and care for their loved ones. Eligible Team Members receive free counseling and support through our best-in-class Employee Assistance Program (EAP)
*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
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