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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing personalized travel support and managing Owner requests with a focus on customer satisfaction and service recovery. Proficient in Hilton processes and tools, with strong communication skills to coordinate solutions and enhance Owner experiences.
Highest-signal resume keywords
Customer Service ExperienceComplaint ResolutionHilton Processes ProficiencyAdvanced English SkillsOwner Support Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Consultative Customer ServiceService RecoveryComplaint ResolutionRecord ManagementTimelines Management
Soft Skills
Communication SkillsProblem-SolvingAttention to Detail
Tools & Technologies
GEM Case-ManagementReservation ToolsCustomer-Support ToolsMicrosoft 365
Industry Keywords
Hilton HonorsHotel OperationsLuxury TravelersHigh-Value Customers
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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