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. 

关于希尔顿希尔顿（NYSE: HLT）是国际最具知名度的酒店管理公司之一，拥有十七大卓越酒店品牌，在全球113个国家和地区直接管理、特许经营、持有以及租赁超过5,600家酒店，逾912,000间客房。一直以来，希尔顿始终致力于履行世界最热情好客酒店的使命并在卓越职场研究所2018年的“全球最佳职场”评选中名列第二，成为全球排名最高的酒店集团。自1919年成立以来，希尔顿酒店已共计为超过30亿名宾客提供了服务。同时，作为屡获殊荣的常客奖励计划希尔顿荣誉客会?（Hilton Honors），它已为全球近8,200万名会员提供包括电子登记入住及选择客房、数字密钥与智能客房等非凡礼遇。更多详情请登录newsroom.hilton.com，并在Facebook、Twitter、Linkedln、Instagram和Youtube上与希尔顿联系。