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.
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
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 a

Work arrangement
Hybrid