Guest Assistance Specialist

Statement Guest Assistance Specialists are customer experience professionals responsible for supporting customers and business partners across multiple lines of business within Hilton Reservations & Customer Care. Through a variety of communication channels including phone, email, chat, social media and other digital platforms, they provide seamless support throughout the customer journey. This includes reservations, loyalty program enquiries, service recovery cases, account and payment-related enquiries, hotel support requests, and other customer care interactions. Acting as trusted Hilton brand ambassadors, Specialists combine exceptional service, problem-solving skills and commercial awareness to deliver positive outcomes and memorable experiences. They are empowered to resolve a wide range of enquiries while strengthening customer loyalty and confidence in Hilton's portfolio of brands. As part of Hilton's evolving customer contact strategy, Specialists are trained across multiple business functions, enabling them to provide expert support regardless of enquiry type and ensuring a consistent, effortless experience.