E-concierge

Hilton Worldwide, Inc.; Cancún; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global hospitality company is seeking an E-concierge to provide personalized assistance to guests through digital channels at their Cancún location. The ideal candidate will have experience in customer service, preferably in hospitality, with strong communication skills. Responsibilities include managing guest inquiries, promoting hotel services, and ensuring a high standard of customer satisfaction. The position requires proficiency in digital tools and the ability to work under pressure.

Formación

• Previous experience in customer service, preferably in hospitality or tourism.
• Excellent written communication and proficiency in digital tools.
• Ability to work under pressure and as part of a team.

Responsabilidades

• Respond to guest inquiries via digital platforms.
• Provide information about hotel services and local recommendations.
• Manage special requests and coordinate with departments.
• Promote additional services using upselling techniques.
• Monitor guest satisfaction and follow up on feedback.

Conocimientos

Customer service experience

Proficiency in digital tools

Proactive attitude

Strong problem-solving skills

Fluent English

Descripción del empleo

Job Description - E-concierge (HOT0C6H3)

Job Number:

E-concierge (HOT0C6H3)

Work Locations

Hilton Cancún Mar Caribe Boulevard Kukulcan Km 17 Zona Hotel era de Cancun Cancun 77500

Provide personalized assistance to guests through digital channels, ensuring an exceptional experience before, during, and after their stay. The E-Concierge acts as a virtual point of contact to resolve inquiries, manage requests, and promote hotel services.

What will I be doing?

Respond to guest inquiries via digital platforms (chat, email, mobile apps).

• Provide information about hotel services, activities, promotions, and local recommendations.
• Manage special requests, internal reservations, and coordinate with other departments (front desk, food & beverage, spa, transportation).
• Ensure quick and accurate responses while maintaining high hospitality and service standards.
• Promote additional services using upselling and cross-selling techniques.
• Monitor guest satisfaction and follow up on feedback or incidents.
• Comply with data protection policies, security standards, and brand guidelines.

Required Profile:

• Previous experience in customer service, preferably in hospitality or tourism.
• Excellent written communication and proficiency in digital tools.
• Proactive attitude, service-oriented, and strong problem-solving skills.
• Language skills (English required; additional languages preferred).
• Ability to work under pressure and as part of a team.

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!