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About the Role
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.
Responsibilities
- Deliver elevated, personalized experiences for Hilton's most valued guests.
- Review, validate, and fulfill guest experience and engagement cases.
- Evaluate guest insights, preferences, and occasion context to create meaningful interactions.
- Strengthen loyalty and deepen emotional connections with the Hilton brand.
- Support Executive Customer Relations (ECR) by managing executive-level escalations.
- Provide thoughtful, professional resolutions for complex guest concerns.
- Take ownership of assigned ECR cases from intake through investigation, stakeholder coordination, and final resolution.
Requirements
- Attention to detail
- Strong judgment
- Creativity
- Ability to balance guest experience, Hilton standards, and business considerations
About the Company
- Hilton is a global leader in hospitality.
- Hilton has welcomed more than 3 billion guests worldwide.
- Hilton's founding vision is to fill the earth with the light and warmth of hospitality.
- Hilton's award-winning culture has earned repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune.
- Hilton has a company-wide commitment to providing the best stay for every guest.
- Hilton supports Team Members' careers every step of the way.