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 \(https://jobs\.hilton\.com/us/en/brands\) \. 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 \(https://jobs\.hilton\.com/us/en/blog\) and Instagram \(https://www\.instagram\.com/hiltoncareers/\) to learn more about what it’s like to be on Team Hilton\! **Job:** _Call Center and Reservations_ **Title:** _Guest Engagement Specialist \- HRCC_ **Location:** _null_ **Requisition ID:** _APA014SD_ **EOE/AA/Disabled/Veterans**