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Guest Assistant Specialist (Portuguese Speaking)
HiltonUnited Statesfull_timeVerifiedPosted 18 Feb 2025
About the role
Guest Assistant Specialist (Portuguese Speaking) (
Job Number:
EUR015IY)Work Locations
: Hilton - Area Office - Glasgow 191 West George Street Glasgow G2 2LDPosition Statement: International Specialists are responsible for working with our valued guests, hotels, and customers around the world, via different communication channels, to address and resolve their enquiries, and in turn, restore or consolidate their faith in the Hilton portfolio of brands. This position is responsible for turning instances of service shortfalls and communication breakdowns into positive experiences for our hotel guests and Hilton Honors members. Guest Assistance Specialists are fully trained and empowered, to assist Hilton customers and fellow Team Members with their questions and concerns; these enquiries may relate to hotel stays, finance, reservation procedures & conditions, Hilton Honors policies & account management, etc. This GA Specialist role is also responsible for working in partnership with Hotel Management, to increase overall guest loyalty to their hotels and the Hilton portfolio of brands overall. If you understand the importance of offering exceptional hospitality experiences, and take pride in offering great customer service, then this may be the perfect opportunity for you. Position Summary: What will I be doing? Communication Skills Must be able to communicate confidently, with internal and external customers, via multiple communication channels in both English and at least one other language, ideally Arabic, Polish, German, Spanish, Portuguese, French, Italian, Russian or Turkish. Must effectively correspond with peers, internal/external partners, hotels and customers in a professional and timely manner. Problem Resolution Must be able to resolve, in an effective manner, guest concerns, whilst adhering by departmental guidelines. Must be able to use good judgement and make appropriate compensation decisions when necessary. Must have good lateral thinking abilities and be able to think outside the box when unforeseen situations arise. Must also have a desire to help improve systems and processes by gathering information which will lead to increased guest and team member experience alike. Computer Literacy Must have a good level of computer knowledge and be capable of navigating various programs relating to the role. Must also be familiar, and comfortable, with Social Media platforms. Internal Support Must be comfortable addressing enquiries/communications made both verbally and in writing, in English & either Arabic, Polish, German, Spanish, Portuguese, French, Italian, Russian or Turkish, from General Managers/Owners relating to Guest Assistance policies and procedures. Supportive Functions In addition to the performance of the essential functions, this position may be required to complete a combination of the following supportive functions, based on the specific needs and particular requirements of the department and company.- Processing and reviewing claims for Hilton’s Price Match Guarantee program
- Support our HRCC global 3rd party partner offices on escalated issues arising from guests/hotels
- Assist new team members and/or employees from other areas of the company with shadowing activities
- Train new team members on departmental systems and procedures
- Special projects at the direction of department management
- Translation assignments for but not restricted to Hilto
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