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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Evaluation Framework Design: Design and build multi-dimensional evaluation metric systems tailored to diverse business scenarios.
Red-Team Testing & Safety Control: Simulate complex, extreme real-world user scenarios to conduct stress testing and red-teaming of AI models; identify and drive remediation of issues related to bias, hallucinations, policy-violating content, and values alignment.
In-Depth Bad Case Analysis: Conduct root-cause analysis of erroneous model outputs and collaborate with algorithm engineers (Model/SFT/RLHF) to drive prompt optimization and fine-tuning improvements.
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Delight our guests: Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications
A positive attitude and a genuine passion for providing exceptional guest service.
Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Guest Service Agent , you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Guest Call Handling: Answer and manage guest calls, provide hotel and local information, and handle requests efficiently.
Service & Communication: Respond to inquiries with professionalism and courtesy, ensuring a positive guest experience. Communicate clearly and resolve concerns promptly.
Coordination & Follow-Up: Relay guest requests to relevant departments and ensure timely follow-up. Support internal communication across hotel teams.
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Warmth & Hospitality: Deliver genuine, welcoming service that reflects our commitment to being the most hospitable company in the world.
Team & Stakeholder Collaboration: Foster strong communication and teamwork across Reservations, Groups, and all departments to ensure smooth operations.
Client & Guest Relations: Build and maintain effective relationships with VIPs, loyalty members, corporate clients, and internal teams, ensuring exceptional service.
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Own our production agents and chatbots end to end — the prompts behind them, the tools and functions they call, and how their conversations flow
Take a messy business problem and turn it into an agent that solves it: break the task down, connect the tools, APIs and knowledge sources it needs, and orchestrate the steps
Test properly — run prompt experiments quickly, build evals so quality is measured rather than assumed, and ship improvements on evidence
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Executes flight movement alerts, transmission of shipment information and preparation of flight documentations. Rectifies and follow up with network on non-conforming shipments.
Prepare paperwork for CAL and Network flights.
Provide information to airlines relating to weights and lodgment times.
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