Guest Engagement Specialist, Owners Desk

🔥 4 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $21 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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Hilton

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1919

🏨 Hospitality

✈️ Travel

Hospitality • Travel

Hilton is a global hospitality company that operates and franchises a large portfolio of hotels and resorts across the Americas, Europe, the Middle East, Africa, and Asia Pacific. The provided information focuses on careers and team member resources — highlighting hotel, corporate, and student/early-career paths, benefits, locations, and multilingual support — reflecting Hilton’s role as an international employer in the lodging and guest-services industry. Hilton’s core business centers on providing accommodations, guest experiences, and hospitality services worldwide.

📋 Description

• Provide personalized travel support to Hilton Owners worldwide • Create personalized Owner experiences by anticipating needs, understanding preferences, maintaining detailed profiles, and applying Hilton knowledge • Own Owner requests and service concerns from start to finish • Coordinate travel arrangements and special accommodations • Communicate with appropriate teams and ensure accurate resolution • Welcome new Owners through assigned welcome calls • Complete outbound projects and campaigns • Work with hotel teams and internal partners to coordinate solutions and communicate Owner needs, timelines, and follow-up • Escalate requests beyond the role’s authority or scope to appropriate leaders or partners • Share Owner feedback, service trends, and operational gaps to identify improvement opportunities • Manage requests through resolution with accurate documentation, follow-up, and handoffs • Meet performance expectations for quality, customer satisfaction, resolution, and productivity

🎯 Requirements

• Three (3) years of experience in a consultative customer service or sales role • At least one (1) year meeting customer satisfaction, complaint resolution, or similar performance goals • Six (6) months of experience in an HRCC Guest Engagement Specialist 2 or 3 role, or equivalent relevant experience, with demonstrated service recovery and complaint resolution results • Proficiency in Hilton processes and GEM case-management, reservation, and customer-support tools • Ability to apply policies and maintain complete records • Advanced verbal and written English skills • Ability to manage concurrent Owner requests within established timelines • Availability to work 1:30 PM–10:00 PM Central Time • Experience supporting Owners, loyalty members, luxury travelers, or other high-value customers is useful • Knowledge of Hilton Honors, Hilton brands, hotel operations, and Owner-focused services is useful • Proficiency in Microsoft 365 applications is useful

🏖️ Benefits

• 110 nights of discounted hotel travel through the Go Hilton travel program, with room rates as low as $40/night • Employee stock purchase program (ESPP) with Hilton shares available at a 15% discount • Paid parental leave for eligible Team Members, including partners and adoptive parents • Personalized caregiving concierge services • Crisis Concierge support • Free counseling and support through the Employee Assistance Program (EAP) for eligible Team Members • Generous paid time off (PTO) • Health and welfare benefits, including health plans, dental coverage, and vision coverage • Retirement plans • Eligibility to participate in the Hilton Annual Incentive (Bonus) Plan, subject to plan terms and conditions

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