What will I be doing?
In this role, you will engage directly with guest as a specialist in sales/reservations and customer service, through several channels, such as Phone, WeChat, Fliggy, Email and China Apps, etc. The Guest Engagement Specialist is either a work-from-home or an onsite role within Hilton’s Reservation sales and customer support teams and is perfect for someone with strong communications skills that can easily switch focus from solving problems to selling Hilton.
You will serve as the first point of contact from our customers. You will have conversations with our customers to understand their needs, answer questions, and provide personalized solutions. This means being able to perform various roles, based on training provided. This includes (but is not limited to) – advising, selling, responding to inquiries/requests, and resolving customer issues/complaints. Besides the reactive response for customer needs, you are empowered to gather voice of customer and classify data with different categories, while sometimes participating in process improvement and customer engagement programs.
Every contact is an opportunity to build trust with our guests and convert every customer into a lifetime Hilton guest. You will live our Hilton values and HRCC tenets at every touch-point, and will be empowered to create an effortless experience by providing the right solution(s) for each customer.
More specifically, you will:
Deliver excellent service by answering customer inquiries throughout your shift and responding in a friendly, timely, and consultative manner, using discovery principles to uncover the customer needs and matching to the appropriate Hilton offering or solution.
Develop an understanding of Hilton and partner offerings (e.g. timeshares, car rentals, credit card, etc.), and then utilize that knowledge to maximize revenue through consultative selling.
Demonstrate competency proficiency combined with meeting specific sales and customer service goals and metrics daily. Examples of required metrics and competencies include: customer satisfaction scores, revenue generated per call, upselling, cross-selling, first-call resolution, communication, good judgment, and customer focus.
Demonstrate a high-level of accountability and engagement by identifying areas of opportunity to improve the customer experience and driving recommendations/solutions that improve every interaction.
Display an ability to tactfully acknowledge service failures and identify service recovery options in order to maintain customer loyalty.
Build appropriate connections and trust with the customer to effectively counteract objections through negotiating and/or upselling and cross-selling.
Utilize various resources that provide information on the property (e.g. location, promotions, transportation, etc.) to offer clear and accurate details to customers.
Effectively use tools to respond to customer inquiries, including (but not limited to) reservation requests, Hilton Honors account/promotional information, service/stay related concerns, etc.
Be receptive to feedback and apply performance improvement suggestions quickly.
Support social media or Non-voice channel like Fliggy/mailroom/Live Chat if necessary
Take other assignments from DC and management team when necessary
Additional Requirements:
You will need to be flexible with your schedule. Your work hours will be based on business and customer needs.
Department is open nights, weekends and holidays. Employees are expected to be present and available to take calls during all scheduled shifts. During peak volumes, additional hours may be required with advanced notice, and during slower volumes, there may be the option for team members to schedule fewer hours.
Attendance and active participation 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 ability to work independently in a Work-From-Home or onsite environment
What are we looking for?
The success in this role will demonstrate itself through the following attributes and skills:
You think and act independently, use good judgment, and build rapport with customers.
You deliver great customer experiences, thrive in a virtual environment, and are invigorated by constant personal interaction.
You are willing to learn and embrace Hilton values and HRCC tenets, which guide our unique style of service.
You take ownership, are accountable, and take initiative.
You are high-energy, positive, and have excellent communication and active listening skills, including speaking, reading, and writing fluently in English.
You possess strong sales and service skills and can influence customers.
You have the ability to support a flexible working schedule.
You can set up job related computer equipment, run various computer programs, troubleshoot, and fix issues independently. You are accountable for downtime related to technology issues and report outages in a timely manner.
To fulfill this role successfully, you should demonstrate the following minimum qualifications:
BA/BS at minimum, but MA is preferred
One (1) year steady job experience in a consultative customer service oriented and/or sales role
One (1) year of successfully meeting specific metrics/goals in a performance-driven role, including high customer satisfaction scores, negotiating, overcoming objections, and/or upselling and cross-selling
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
Good English skills
Good communication skills and Microsoft office skills
Prior experience in the hospitality industry