Guest experience leader Work, Jobs in Sct (with Salaries)

Guest Assistance Specialist
Hilton —Glasgow
- Full-time
- English
- Hotel
- Continuous improvement
- Employee stock purchase plan
- Annual leave
10d
Head of User-Centred Design, Business Analysis & Quality Assurance
Historic Environment Scotland —Edinburgh
- From £62,428 a year
- Full-time
- Bachelor's degree
- Recruiting
- Annual leave
- Flexible schedule
7d
Administrative Assistant
St Andrew’s College Language Schools —Edinburgh
- £18 - £59 an hour
- Google Suite
- Microsoft Outlook
- Databases
- Annual leave
Supervisor Reception
Hilton Grand Vacations —Ballater
- Computer literacy
- Hotel
- Supervising experience
Customer Service Manager
IWG —Aberdeen
- Up to £40,000 a year
- Customer service
- Team management
- Guest services
11d
Team Leader
KFC Livingston - Almondvale South Retail Park —Livingston
- Full-time
- Training & development
- Restaurant
- Employee discount
Casual Guest Service Agent
Hilton —Edinburgh
- £12.91 an hour
- Part-time
- Bar
- Customer service
- Computer literacy
Casual Night Guest Service Agent
Hilton —Edinburgh
- £13.42 an hour
- Part-time
- Hotel
1d
Marketing Co-ordinator
V.Group —Glasgow
- Organisational skills
- Budgeting
- Communication skills
High Ropes Team Leader
Highland Offroad (3) Ltd —Dunkeld
- £29,119.33 a year
- Full-time
- Hospitality
- Management
- Customer service
- Sick pay
Quick apply
Operations Lead - Multrees Walk, Edinburgh
ALO —Edinburgh
- Weekend availability
- Recruiting
- Leadership
- Communication skills
Quick apply
Front of House Supervisor - Kirkwall Hotel
KH Orkney LTD —Kirkwall
- £12.71 - £15.72 an hour
- Part-time
- Bilingual
- Hospitality
- Hotel
- Employee discount
Quick apply
Receptionist
Clockwise Group Limited —Glasgow
- £27,976 a year
- Full-time
- Sales
- Accounting
- Front desk
- Health & wellbeing programme
- Employee discount
Quick apply
14d
Regional Guest Services Manager - Scotland & Ireland
Portico Corporate Reception Management —Glasgow
- £42,000 a year
- Full-time
- Continuous improvement
- Travel
- Training & development
- Annual leave
- Life insurance
Quick apply
Training Manager - Part-time
Hilton —Glasgow
- £26,923 a year
- Part-time
- Hotel
- Continuous improvement
- Training & development
- Employee stock purchase plan
- Annual leave
Customer Service Manager
International Workplace Group plc —Aberdeen
- Up to £40,000 a year
- Full-time
- Customer service
- English
- Team management
11d
Hospitality Manager
Surgeons Quarter —Edinburgh
- £34,000 a year
- Weekend availability
- Customer service
- Hotel
- Continuous improvement
- Annual leave
- Employee discount
Quick apply
1d
AIGL Team Leader
PGL Travel —Perthshire
- £13.78 an hour
- Customer service
- Experience working with children
- Organisational skills
- Annual leave
- Employee assistance programme
7d
Operations Manager | SEC
Levy —Glasgow
- £38,000 a year
- Full-time
- Hospitality
- Sales
- Business development
- Annual leave
- Employee assistance programme
8d
Front of House Assistant
Bannatyne —Dumfries
- £12.71 an hour
- Weekend availability
- Bar
- Organisational skills
- Front desk
- Annual leave
- Employee assistance programme

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Guest Assistance Specialist

Hilton -
Glasgow

Apply Now

Job details

Full-time
10 days ago

Benefits

Employee stock purchase plan
Annual leave
Employee assistance programme
Employee discount

Qualifications

Live chat
Hotel and accommodations experience
Stakeholder collaboration
Stakeholder liaison
Turkish
Internal department liaison
English
Continuous improvement
Customer loyalty building
Customer interaction
Guest services
Root cause analysis
Polish
Communication skills

Full job description

Position Statement

Guest Assistance Specialists are customer experience professionals responsible for supporting customers and business partners across multiple lines of business within Hilton Reservations & Customer Care.

Through a variety of communication channels including phone, email, chat, social media and other digital platforms, they provide seamless support throughout the customer journey. This includes reservations, loyalty program enquiries, service recovery cases, account and payment-related enquiries, hotel support requests, and other customer care interactions.

Acting as trusted Hilton brand ambassadors, Specialists combine exceptional service, problem-solving skills and commercial awareness to deliver positive outcomes and memorable experiences. They are empowered to resolve a wide range of enquiries while strengthening customer loyalty and confidence in Hilton's portfolio of brands.

As part of Hilton's evolving customer contact strategy, Specialists are trained across multiple business functions, enabling them to provide expert support regardless of enquiry type and ensuring a consistent, effortless experience.

What will you be doing?

Customer Support & Service Excellence

Deliver exceptional service through multiple communication channels, including phone, email, chat, social media and digital engagement platforms.

Provide accurate, timely and professional support across a broad range of enquiries, including:

Reservations and booking support for exclusive Hilton customer groups
Hilton Honors account enquiries and program support
Service recovery and customer advocacy cases
Payment, billing and finance-related enquiries
Digital platform and self-service support
Hotel operational support

Identify opportunities to enhance satisfaction, strengthen loyalty and create advocacy through every interaction.

What you will bring?

Communication

Communicate confidently and professionally in English and, if possible, one additional language (especially German, Polish or Turkish) but not mandatory.

Build positive relationships with customers, hotels and internal stakeholders through clear, accurate and empathetic communication.

Work collaboratively with colleagues and business partners to ensure timely and effective resolutions.

Problem Solving & Resolution

Take ownership of enquiries from initial contact through to resolution.

Resolve complex situations effectively while adhering to company policies and service standards.

Exercise sound judgement when determining solutions and compensation decisions where appropriate.

Apply critical thinking and creativity to identify root causes and achieve positive outcomes.

Support continuous improvement through feedback, trend identification and process enhancement recommendations.

Multi-Skilled Expertise & Adaptability

Develop and maintain knowledge across multiple Hilton products, services and support functions.

Participate in cross-training initiatives that build proficiency across Reservations, Loyalty, Customer Care and Guest Assistance.

Adapt to changing business priorities and evolving customer needs.

Maintain an up-to-date understanding of Hilton policies, programs, promotions and technology platforms.

Hotel & Internal Partner Support

Provide guidance and support to hotel teams and internal stakeholders on customer service matters, policies and procedures.

Collaborate across departments to achieve effective and timely outcomes.

Act as a trusted resource and subject matter expert within designated areas of responsibility.

Qualifications

Minimum Qualifications

Fluency in English spoken and written
Experience in a customer-facing environment

It Would Be Useful If You Have

Fluency in one additional language (especially Turkish, French or Polish)
Hospitality or travel industry experience
Reservations, loyalty and/or guest assistance experience
Experience supporting customers across multiple channels
Knowledge of Hilton systems and programs

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 USD/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. Through our Care for All hub, we provide resources to help our Team Members to care for themselves, care for members of their team, and care for their loved ones. Eligible Team Members receive free counseling and support through our best-in-class Employee Assistance Program (EAP)

*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.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.

Apply Now

Refine Your Search

guest experience leader jobs in sct

Guest Assistance Specialist

Head of User-Centred Design, Business Analysis & Quality Assurance

Administrative Assistant

Supervisor Reception

Customer Service Manager

Team Leader

Casual Guest Service Agent

Casual Night Guest Service Agent

Marketing Co-ordinator

High Ropes Team Leader

Operations Lead - Multrees Walk, Edinburgh

Front of House Supervisor - Kirkwall Hotel

Receptionist

Regional Guest Services Manager - Scotland & Ireland

Training Manager - Part-time

Customer Service Manager

Hospitality Manager

AIGL Team Leader

Operations Manager | SEC

Front of House Assistant

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