Hilton Reservations and Customer Care (HRCC) is on a path to revolutionize human hospitality in a digital world; the same way we defined hospitality from its early beginnings. We strive to deliver personalized solutions that inspire a passion for travel, and our goal is to make a lasting impression with every Hilton guest with whom we interact.

HOW YOU WILL MAKE AN IMPACT

Your role is important, and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

Collaborating with our vendor partner offices in APAC, ensuring the best-in-class service quality by offering feedback, coaching tips and best practices

Partnering with HRCC International Team Members across EMEA and APAC, ensuring calibration and sharing of best practices and alignment on latest program and product updates

Participating and providing input in all applicable calibration sessions – Luxury, GA and International Weekly calibration, ensuring constant improvement of your skills and developing others

Collaborating with HRCC’s regional partner teams across APAC – Commercial, Loyalty, Marketing and Digital Teams, sharing customer insights and friction points for continues improvement of our guests’ journeys

What deliverables you will take ownership of:

Maintaining and improving the service quality of our vendor partner teams servicing APAC guests

Seeking and supporting training opportunities designed to enhance the service quality of the HRCC APAC delivery teams

Providing guidance in vendor partner team engagement and development initiatives

Supporting HRCC global vendor partner offices on escalated issues arising from guests/hotels in APAC

Suggestions on internal Knowledge Base article improvements

WHY YOU’LL BE A GREAT FIT

You have these minimum qualifications:

High school education

2 years of experience with HRCC or hospitality customer service

Advanced to native level spoken and written Japanese and English skills, with the ability to handle complex and nuanced guest interactions

Communicating in a confident, respectful and professional manner with internal and external customers

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

Effectively communicating through multiple channels (phone, email, social media, chat) and gathering and documenting relevant information

Confidently communicating clear information to all relevant parties and following through to a satisfactory resolution

Offering recommendations and advice to our internal partners when applicable

Thorough understanding of HRCC processes and technology, including GEM application and Amazon Connect

Experience and good understanding of Forbes Standards and how to apply these to HRCC Luxury desk calls

It would be useful if you have:

Hospitality experience

Social media literacy 

Any additional language is an advantage

WHAT IS IT LIKE WORKING FOR HILTON

Hilton, the #1 World’s Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!