Guest Assistant Coach

Description

Position Statement:

We are seeking a dedicated and proactive individual capable of working autonomously to join our team as HRCC Assistant Coach, reporting to the Hilton Reservations & Customer Care Supervisor. In this role, you will be responsible for engaging and motivating the team, ensuring a positive and productive work environment. You foster a culture of coaching and mentoring aimed at improving performance across various key performance indicators (KPIs) and integrate new Team Members. Additionally, you will lead in the Executive Customer Relations space of Guest Assistance by helping guests efficiently and promptly, ensuring satisfaction. Your presence in all support channel will ensure support and build trust with the team. Your experience and ideas will also play a crucial role in implementing specialty projects as we expand our lines of business, setting up standard operating procedures, and establishing effective processes. Furthermore, you will cultivate HRCC Glasgow’s relationship with hotels to address their questions and issues, aiming to reduce contact and enhance customer satisfaction during their stay. Additionally, you may collaborate with all teams within Hilton (including partner sites) to ensure a quality customer experience and adherence to Hilton’s procedures.

Position Summary: 

What will it be like to work for Hilton?

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. If you appreciate the impact global travel can have on the world you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

What will I be doing?

In addition to the performance of the essential functions, this position may be required to complete a combination of the following supportive functions, based on the specific needs and particular requirements of the department and company.

Creation and delivery of workshops, quizzes, and other engaging content for new skill and upskill purposes Monitoring and reporting quality assurance levels across the team on all lines of business This position will support Hilton Legal and the Data Protection Office and compile and provide requested customer data to these stakeholders in a timely manner. Understand Hilton’s Price Match Guarantee program, hotel payment links and Social Media channels Required to organise and conduct meetings on a regular cadence to assist internal and external international partner offices (training, feedback, process updates, etc…); as well as dealing with any ad hoc requests for shadowing. Translation/proofreading assignments for Hilton stakeholders Participation in User Acceptance Testing for new and developing work tools Suggestions on internal Knowledge Base article improvements Processing of administrative tasks when required May assist with departmental reporting and operational functions if required.  May assist with departmental reporting and operational functions if required. Participation in Focus group advisory boards

What are we looking for?

The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation. 

The candidates must possess the following knowledge, skills, and abilities in order to perform the essential functions of the job:

Have a keen interest in coaching and learning Communicate in spoken and written English to an advanced/native level Communicate in a confident and respectful professional manner overall, with internal and external customers

Manage multi-tasking efficiently, demonstrating excellent organizational skills and time management 

Effectively communicate by ways of multiple channels (phone, email, social media, Chat via dedicated guest engagement platform), gathering and documenting relevant information

Follow protocol such as creating and updating Guest (CRM) profile management cases accurately and thoroughly

Confidently send clear information to relevant internal and cross functional parties and follow through to a satisfactory resolution

 Be comfortable offering recommendations and advice to our internal partners when applicable

 Experience in the role of Guest Assistance Specialist in advanced lines of business (Executive Customer Relations, Price Match Guarantee, Social Media, etc…)

Experience in the role of Guest Assistance Specialist in advanced lines of business (Executive Customer Relations, Price Match Guarantee, Social Media, etc…) 

Requirements

Qualifications

Required Qualifications

High School Education Experience in Customer Service Experience and creativity with MS Office Suite  Experience with Hilton Honors and Customer Care

Preferred Qualifications

College qualification or equivalent Hospitality experience Social Media Literacy Experience in the role of Guest Assistance Specialist in advanced lines of business (Executive Customer Relations, Price Match Guarantee, Social Media, etc…) Additional European language

What benefits will I receive?

Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of the Go Hilton Team Member Travel Program, which provides reduced hotel room rates for you, your family & friends! We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organisation like Hilton.