Hilton's Commercial Services organization is comprised of over 5,000 team members driving our sales, revenue management, call center, and analytics functions. These functions are the core of Hilton's commercial engine and are key to Hilton's ability to drive profitable growth.
What will I be doing?
In this exciting new role at Hilton, as the Accreditation Program Analyst, you will support the group sales team and the strategy and planning team in setting up a new accreditation program for our Group third party intermediaries. In addition, you will support customer service in the area of accreditation, including supporting business processes and program operations tied to the accreditation website. You will answer intermediary partner questions about the program, assess fitness for meeting program standards, and reward accreditation status and benefits to third parties.
More specifically, you will:
Serve as the customer service tier one-support lead satisfactorily answering client questions on the program and ensuring that they have the tools, resources, and information needed to establish and maintain accreditation standards.
Respond to client correspondence and raise issues and questions, utilizing exceptional judgment and customer care.
Validate accredited suppliers.
Provide tools and resources for accreditation participants, including building how-to guides, administering webinars, and establishing FAQs.
Support and maintain the program web presence and suggest customer-centric process improvements for handling the accreditation program.
What are we looking for?
We are looking for visionaries, who are passionate about hospitality and who love to have the chance to create sales process improvements. The success in this role will demonstrate itself through the following attributes and skills:
Experience supporting day-to-day customer service support for a client or customer facing program, and interfacing and communicating with clients and customers
Demonstrated experience with task and email management systems that will enable a timely response and a support-focused manner to questions and requests
Demonstrated customer or client service experience with the ability to identify customer needs, and provide solutions that help ensure an optimal experience for every customer and for Hilton
Uses good judgment, stabilizes their workload, and prioritizes work with the greatest impact
Continuous improvement, including identifying and suggesting improvements that result in more impactful service for clients and/or customers
Strong communicators, both verbally and in writing, who effectively communicate at all levels of the organization
Problem solvers who are flexible and creative in finding solutions for hard problems
Collaborative and interpersonal teammates who build positive relationships, exhibit tact and earn trust
Establishes and maintains positive relationships with all levels of internal and external partners
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
High School Diploma/GED
Three (3) years of professional work experience
One (1) year of customer service experience
Travel or Hospitality experience
Intermediate experience in Microsoft Office, including Outlook, Word, Excel, and PowerPoint
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
BA/BS Bachelor's Degree
Experience supporting a hospitality or airline industry accreditation program
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!