Guest Engagement Specialist 4 - Owners Desk

The location for this position is virtual/remote

As a Guest Engagement Specialist on the Owners Desk, you will provide personalized travel support to Hilton Owners worldwide. By understanding preferences, anticipating needs, and managing requests from start to finish, you will create memorable experiences that build confidence in Hilton and strengthen loyalty. You will report to the Development Coach, Owners Desk.

What you'll do during a typical day:

• Create personalized Owner experiences by anticipating needs, understanding preferences, maintaining detailed profiles, and applying Hilton knowledge to provide thoughtful, informed solutions.
• Provide end-to-end ownership of Owner requests and service concerns, coordinating travel arrangements and special accommodations, communicating with appropriate teams, and ensuring accurate resolution.
• Welcome new Owners through assigned welcome calls and complete outbound projects and campaigns.

How you'll collaborate with others:

• Work with hotel teams and internal partners to coordinate solutions and communicate Owner needs, timelines, and follow-up.
• Take ownership and engage the appropriate leaders or partners when requests or escalations exceed the role's authority or scope.
• Share Owner feedback, service trends, and operational gaps to identify opportunities that improve the Owner experience.

Deliverables you'll take ownership of:

• Manage Owner requests through resolution, ensuring accurate documentation, follow-up, and appropriate handoffs.
• Provide accurate Owner information and complete assigned welcome calls, outbound campaigns, and engagement activities.
• Meet performance expectations for quality, customer satisfaction, resolution, and productivity while identifying improvement opportunities.

You have these minimum qualifications:

• Three (3) years of experience in a consultative customer service or sales role, including 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, including applying policies and maintaining complete records.
• Advanced verbal and written English skills, managing concurrent Owner requests within established timelines.
• Availability to work 1:30 PM–10:00 PM Central Time.

It would be useful if you have:

• Experience supporting Owners, loyalty members, luxury travelers, or other high-value customers, including anticipating needs and coordinating personalized experiences.
• Knowledge of Hilton Honors, Hilton brands, hotel operations, and Owner-focused services, with experience using customer insights to improve processes.
• Proficiency in Microsoft 365 applications.

At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what's next

*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

Hilton offers its eligible team members a comprehensive benefits package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay for this role is $21.00 hourly rate and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.  #LI-REMOTE

How We'll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*: 

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what’s next

*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.