E-commerce shopping Agent architecture design: Design a shopping Agent for To C (consumer) users, covering intent understanding, task planning, product recall, tool calling, result integration, and multi-turn conversation pipelines.
User intent and requirement understanding: Address natural language queries, ambiguous requirements, scenario-driven shopping, budget constraints, and preference expression to improve the Agent's ability to interpret users' real shopping intent.
User memory and preference modeling: Build long- and short-term memory systems for e-commerce scenarios based on user conversation and behavioral data, model user preferences, and enhance the Agent's personalization capabilities.
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Actively seeking verbal feedback from customers and team members at every opportunity.
Agree on and implement actions to make improvements to customer service.
Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
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Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
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The hotel will offer a range of facilities including an all-day dining restaurant, bars, a swimming pool, fitness center, one ballroom, and three meeting rooms, with a total event space of 965 sqm.
Terms of employment / engagement shall be subject to contract and local applicable laws
Shadow and assist in designing Agent-related capabilities across Binance Agentic, including task flows, user interaction patterns, capability boundaries, failure fallbacks, and result feedback loops. Harness & Evaluation
Help build and maintain the Harness framework — contribute to test scenario design, evaluation criteria, task set curation, performance analysis, and iteration recommendations. Cross-functional Collaboration
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Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.
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Attends to servicing requests, enquiries, feedback and complaints from customers and field force members and follow through for effective resolution.
Supervises subordinates and ensuring compliance with Quality Objectives, Service Service Turnaround Time (TAT), Organisational's Policies and Guidelines and Branch Operating Guide (BOG).
Provides training to staff and field force members in new procedures, guidelines and product knowledge.
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Ensure correct data is captured for customer tracking and invoicing in accordance with Full Shipment Data Capture (FSDC).
Ensure correct customs clearance information is captured to ensure that applicable Duties and Taxes are calculated or reliefs where applicable are granted.
Ensure correct customs clearance information is captured to ensure that applicable Duties and Taxes are calculated or reliefs where applicable are granted.
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Answers customer calls and contacts through other channels within the target SLA
Creates callouts (entrapment calls, unplanned service), gathers information, validates the issue, attempts to resolve it remotely, and dispatches technician with all needed details. Also, if needed back reports the remote activity.
Receives Immediate Service Needs from 24/7 connected services, validates the issue, attempts to resolve it remotely, creates the callout and dispatches Maintenance Technicians. Also, if needed back reports the remote activity.
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Agent Product Design: Own the design of Agent-related capabilities across Binance Agentic, including task flows, user interaction patterns, capability boundaries, failure fallbacks, and result feedback loops.
Harness & Evaluation: Build and maintain the Harness framework — design test scenarios, define evaluation criteria, curate task sets, analyze performance, and drive actionable iteration recommendations.
Cross-functional Delivery: Partner closely with Tech Owners, frontend engineers, and Skill design leads to break down business requirements into shippable, testable, production-ready product specs.
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Own, publish, and continuously improve the Day 1 → Day 2 handover process, operability gates, and shadow-run exit criteria across all agent archetypes (RAG, SQL, task-based autonomous, AI/ML models, voice overlay).
Chair operability gate reviews and issue independent go/no-go decisions with written findings; track remediation of conditional passes to closure.
Set instrumentation and telemetry standards (trace schema, required events, dashboards) and certify telemetry completeness before shadow-run exit.
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