front desk agent

line cook

room attendant

guest service agent

night auditor

Hilton

I worked from home for Hilton Reservations and Customer Care.

The hiring process was long, but easy.  

Hilton provided a thin-client computer, keyboard, mouse, headset, and network cable.  I had to provide a dedicated work area that was free from all distractions and high speed internet.

When I spoke to the recruiter, it sounded like a great opportunity.  Work from home, set hours, and benefits.

The pay was low for the job, 11.00 an hour, but there was the promise of bonus pay opportunities along with the benefits.
Benefits were standard.  Health, dental, and life insurance after 90 days.  Discounts immediately on hotel rooms and on purchases through an online store.

There were promises of possible employee stock purchases, but that never materialized. 

I had to go through several virtual interviews and was finally assigned a "new hire concierge" to help me with my "onboarding" process, training, and then move to being a regular guest specialist. 

Sounds pretty good so far, doesn't it?

Things started going sideways when training began.  I was part of a class that spent only 7 days in "Hilton University", which is their online "school" consisting of self-administered learning modules and also Webex "classes".

Problems began with initial login.  You have to login to the Hilton network with the provided computer.  Then you have to login several other places ranging from time-keeping to corporate system site.

You actually have to start your login procedures about 15 minutes before your scheduled time, just to get everything started and ready to go.  

So, you're giving Hilton about 15 minutes of your day early and free.

On day one, new hires were having problems left and right just getting logged into the network.  And it was all on Hilton's end.
Most of the people hired were tech savvy to some degree.

Then about half the "class" had problems with the headsets and audio, which was important, since using the headset is a big part of things.

Then web-ex program didn't work properly, so we missed class time and Hilton University self-taught modules had problems.

These tech problems plagued our class for the entire 7 days.

So, they sped through the classes.  The instructors also limited our time on the training version of the software we'd use in reservations.

So, after the 7 days of minimal and problem plagued training.....they put us on the phones.....

Yes, with almost no real training we were put in the call queue and told to have at it.

It was a horror show for everyone.  We didn't know what we were doing.  We got yelled at by customers and by people that we were told to contact when we needed help.

The calls came at a machine gun pace and you weren't allowed any time between calls to catch a breath or close out each "case".

Morale was terrible and things only went downhill....

I stuck with it for a time and finished training, but I finally quit.
The main reason I quit was we started getting warnings about things that were problems related to Hilton's tech issues.

If I do something wrong, then I have no problem being corrected.
I DO have a problem being blamed when Hilton's system crashes or loses a guest's information.
I also have a problem with the attitudes of the departments we're supposed to contact when there is a problem.  They treated us like trash.

As one of my fellow students said....he felt like a used kleenex.

I was lured in with the ideas of working at home, the benefits, and the fact that Hilton was said to be a great place to work.

Don't make my mistake.  DO NOT WORK FOR HILTON as work from home employee!!

All you'll do is bring unnecessary stress into your life and your own home.

I DO NOT recommend Hilton, unless you can't find any other work and are starving to death.  Otherwise, don't work for them.

I want to preface this by saying I have never, EVER, had to go as far as writing a negative review about a company I have worked for. My experience here was genuinely horrible. I could not even last longer than two months being employed as a Front Desk employee at this property, and that is the shortest time I have ever been employed with someone before. To start off, I came into this company with a positive attitude and excitement as I thought further into how this could be a life changing job for my future. They were having an entire management change as I came into the company, so I knew patience was going to be key as we were all adjusting to the new environment. Throughout my training process, I caught onto the job very quickly. But despite the computer training you are put through, you will struggle indefinitely in knowing how to successfully do your job due to the lack of communication between simple processes. Every single employee had either a different understanding or no understanding as to how to do many tasks within the Front. I made it a priority to take the initiative to ask as many questions as possible to be able to complete my job without any flaws. Whereas it was not a co-workers issue that they were not completely informed on how to do a lot of things, it did not help when I was not able to go to them with a simple question to only coming back with more confusion. This was an outstanding issue throughout my time there. To continue, I had an even worse experience here attempting to find a level of respect between my co-workers and I. Never have I ever had to struggle to find a neutral relationship with the people I would be working full time with. When I went as far as bringing this to my managers attention, I was assured that I was not the only one who has seen the issue and that it would be addressed within a team meeting. I was also asked to be patient as things can be going on behind the scenes that I have no clue about. I said sure, I can understand that completely - just need to have some more patience. I am aware that changes don’t happen at the snap of my fingers, but when the issue continued to get worse is where I started struggling. I couldn’t come into work and do my job comfortably with over half of the people I had worked with. To be in a position where you’re just trying to do your job, but loath the idea of being there is horrible. With the job already being so stressful, something as simple as enjoying the company you’re with makes the job feel a whole lot easier. Unfortunately, you won’t find that there. I had notice a total mental and emotional weight that had put on me throughout my short time there. Despite my attempts of staying positive and practicing patience, I ultimately decided it was not worth what it was putting me through behind the scenes. This was completely upsetting for me seeing as I knew I was giving up a full time job so quickly, and I didn’t want that to be a judge of my character or work ethic. As time went on, I just concluded that it was not worth it despite how I felt it would look on my part. There is more I could add, but I only wanted to share a few personal opinions. I could further branch into my issues with management and HR, but I have already written plenty. This is a personal experience and I wanted to share what I felt working for this company. Situations are different for everybody, but I wouldn’t even put my least favorite person through this job. 

The management team at the Hilton where I worked (Billings, MT) was so pretentious and rude to the "lower end" of the staff (i.e. front desk employees, maintenance, etc.). Going into the crowded offices of the management area was like walking a gauntlet of the most pretentious, fake high school bullies you could ever imagine. They even had secret little baby monitors that they installed at the front desk so that they could hear everything we said back in the offices, to "monitor" everything we said and did. It felt like a complete invasion of privacy and total lack of trust for the very people they decided to hire. They never told us "good job"; instead, we'd only hear negative comments about our work, even if we were normally excellent employees. One mistake caused your mailbox to flood with papers, highlighted in areas where they felt you messed up or could have done better, with rude comments written on them...instead of just approaching us like adults and talking to us in person.

No one liked the management team, as they always placed themselves higher on the totem of life than the "peons" we were. It was like being back in high school again, and I was so happy every night when 5 pm struck and the management team would race out the back door to go home, leaving us alone finally. 

The hotel was busy, and most of our guests were nice, as many of them were regulars, traveling for business. It was hard work which required a LOT of patience, since many guests of course weren't regulars, and treated us as though they were the Prince of Egypt, expecting the world handed to them on a gold platter. These guests complained, complained, complained, and it was up to us (the front desk team) to correct what ever it was they were upset about. This required a great thought process, ideas for gift baskets which would suit the guest's tastes, etc. and we hand-delivered these items to our unhappy guests with an apology. I didn't this aspect, as I believe I would like this sort of treatment if I was dissatisfied with my stay at a hotel. However, the management staff would breathe down our necks as to why the person was unhappy, even if it was something completely out of our control; which it usually was (hot water heater broken, window didn't face a nice direction, other guests in hotel being unruly, etc.)

All in all, the management team made working there a test of one's anxiety levels, patience, and ability to complete tasks without screaming at the manager on duty to "SHUT UP AND GO DO SOME ACTUAL WORK". My direct manager was a male who owned a side business of decorating residences and businesses with floral displays, and he was very lazy every month when he'd excuse himself to the banquet hall to put together displays for our hotel...which were not required at all; he just wanted to do it, on the clock, because he enjoyed it. Meanwhile, we'd all be overwhelmed at the front desk with a tourist bus, many guests asking questions, needing help, needing check-ins, phones ringing off the hook, understaffed, etc. and he'd never help. It was absolutely ridiculous. I'd never work there again, even if it meant living in a cardboard box otherwise. Nope, nope, NOPE.

In retrospect, I shouldn't have worked for Hilton. A typical day included a lot of waiting around for customers who never showed up. I live 20 miles away and was not gaining enough customers to make any money on the salary of a server. Without customers at the diner, servers are useless; we need the tip to make a decent pay. Once we've prepped for the morning crew and cleaned the front room there's nothing left for the servers to attend to, especially when you've got a whole kitchen worth of people trying to find something to do during your 4+ hour shift. I did gain the experience of working at a restaurant and minimal server training, but without the customers I lack the experience and considering the price of gas plus my drive to the Hilton, I ended up paying my management to work for them. 

My management was a disaster and the least pleasant part about working at the Hilton. Upon my hiring I was promised to work at the banquets held in the convention halls at the Hilton. This was the best pay for servers and the tip at the end of the night was distributed evenly among everyone who worked. However, the manager in charge of the banquets did not work during my shifts and didn't even know my name. I met her once and she told me I must prove myself as a decent server before she'll allow me to work at a banquet, then I never saw her again. To this day I don't remember her name. She worked morning shift, I worked dinner shift, we never crossed paths and I was never allowed to work banquets. When I pushed for banquet shifts I was rudely snapped at, as if requesting for this shift was a stab at the management's judgment. There were people who worked only banquets and they always had more than enough help. They never should have teased me with better opportunities if they didn't seriously consider it an option for me at all. 

My co-workers were extremely pleasant. Those who were old enough to work at the bar treated me well as a younger employee who never had a job before. The cooks treated me well, too. My co-workers were nice, great teachers, and the best part about the Hilton from my experience. They were the most enjoyable part of my job. The hardest part of the job was finding something to do and the lack of customers made experience difficult to come by. I work best by practicing again and again at whatever it is I'm trying to accomplish. It's extremely hard for me to learn successfully with lack of experience. I did become better but not enough to feel confident I could serve at any other waitressing type of employment. After I quit my serving job at the Hilton I never served again. I feel like my time at the Hilton was overall a waste of my time, money, and knowledge.

Everything from stress, Hours expended, and whether you gotten break time was dependent on the assignment for your shift.

The most enjoyable part of the job is people will genuinely make you feel cared for and the fact you'll never have the same assignment every single day. Nice place for those that like structure but hate same exact routine.

It's an amazing place to work if not for many** many** problems that need to be addressed.

Pros:
50% off Starbucks and supposedly off any stays at other Hilton Establishments. (However I didn't receive the latter.)

Usually you'll get a break, get fed, and shouldn't be too busy.
Majority of people that work here are extremely helpful and nice.
Plenty of people will teach you on the spot.

Since you are responsible for setup, creativity will flourish, though everything will have to flow logically to the next item.
This is a very good job for those that love variety and new environments; no assignment is anything like the previous. 

This goes for food as well, though there are common entrees like chicken, potato, and veggies.

Great scheduling system, Prompt responses. 
Some** Amazing Managers.
You'll be warned at least 1 week in advance when it'll be slow and busy.

Cons:
When it is slow. Don't expect to get more than 2 shifts the entire month**. When it is Busy expect more than 12 hours nearly every single day with little to no breaks.

There are lots of missing necessary items. No one knows where anything is and you will be responsible for setup. If you don't have everything set properly or looking professional you will be expected to improvise on the spot.

You might have some older employees who have been there longer who might try to boss you around, belittle, harass and/or disrespect you.

Some personalities here are extremely UGLY. prepare for all the catty behavior and frustrated coworkers and manager(s).

You are part time even if you work above 50 hours weekly which means no other benefits besides 50% off which you ARE NOT GUARANTEED TO RECEIVE.

HR WAS THE ABSOLUTE WORSE OF THE PROBLEMS I FACED HERE. terrible personality/communicative skills, and not helpful whatsoever.
GOOD LUCK ON THOSE BENEFITS IF YOU FACE THE SAME PROBLEM.

pay here starts at 10.50 not minimum wage but you will be doing many other jobs that aren't part of the occupation that you signed up for even after a long day of consistent working.

If you want to work here prepare for heavy labor, catty behavior, and absent people who won't do their jobs. You will have to cover them.

That's covers pretty much everything.

The Parent Company Hilton Worldwide is awesome with an awesome mission statement and ongoing best practices encouraged, however, the call center division head quartered in Texas, also known as Hilton Reservations and Customer Care, appears to be full of unscrupulous and crooked practices.  It is a well connected clique which includes, HR, QA, Executives and management - not to mention other areas such as operations etc.  The culture is that if you offend anyone in the clique or if you are honest and perceived as a threat, then you have absolutely no future within this organization.  They appear to manipulate the call skill type gating to a team members disadvantage, manipulate the ability to earn incentive to the team members disadvantage, and set up very nit picky and overly stringent requirements that guarantee failure if they target you.  They make it look very fair and kosher, while in the back ground they are meticulously, systematically and methodically going after those that they target.  If you are just an hourly worker bee who does not plan on being outspoken or choose to look the other way when you notice blatant wrongs, you will do well and survive - like me (18.5 years).  However, the moment you speak your mind, choose to be honest, candid and outspoken, you will awaken the beast and it will attack you from every possible angle.  It will work hard at attempting to destroy your reputation, blackball you and eventually send you packing.  I am hoping that someone, like the CEO reads this and effects positive change in Texas.  When the company was acquired about 10 years ago, 80% of the staff was let go and only 20% were retained in an attempt to effectively change corporate culture.  This worked everywhere except the call center division, where the 80% managed to fly under the radar and avoid the transformation purge.  Other than this, I loved the company and my job.  A typical work day was very productive, and seemed to pass quickly.  The most enjoyable part of the job was to help people succeed.  The hardest part was to be be vilified, ignored, harassed and demeaned for not going along with their unfair policies, where individuals appeared to be selectively targeted.  Some of my co-workers were awesome, whereas some were merely survivors and jumped on every management bandwagon to ensure their personal survival and well being regardless of whether or not the issue was wrong or right.

HRCC has one perk- Discounted Hilton Hotel Rooms! If you can get them that is! This department has the potential to do amazing things in the industry, however it runs more like a call center than a reservations line. You are assigned a region and when callls come into your region you do well. When too many people from your region are working at the same time you get calls from other regions that can pull your incentive numbers, based on an ever-changing metrics system, into the gutter. I had days where I was crushing these metrics.... always only for half of my shift. The second half of my shift, usually after check-in times at all the properties, is when you get information and cancellation calls. Plus you get lower ADR numbers working at night because most hotels are sold out or they are not in populated cities so if your ADR is $150 a night you are now selling rooms for $89 a night....no surprise the house always wins!
Advice: Keep agents in one area, if call volume is low allow them to log off for the shift and maintain solid metrics. Stop changing the metrics and during training control the masses from rudely interupting the material you need agents to know before hitting the sales floor. Do these things and reliable people will stay, but Hilton won't because than they will lose money!
Incentives from $1 a reservation to $.25.... Yeah if you worked there you know what I am talking about!
Dont force agents to pitch timeshares neither. As i learned, the hard way, other departments can word the sales pitch differently therefore increasing their transfer numbers (which HRCC reps cant know about..) YEAH ITS TRUE! IT IS FIXED!!!
 If you are hapy with 200-250 a week take home pay for 40 hours work then go for it, but remember you pay for your own internet access and if it goes out the comapny penalizes you even though they say they dont! Any time off the phone when scheduled affects your "AVAILABILITY" the DC makes a note and you dont get reprimanded that day.Come the end of the month you do! Good Luck! With this job.....you need lots of it! 
Oh one more thing....the recruiter lied to me about earnings potential. $14-$16 an hour....I saw that once or twice in 9 months the rest of those days you average $9 an hour! Good Luck again  
The shame isthat there are some really good people who have hospitality in their heart who work there, my DC had no education, no reservations experience, no hotel experience, but years and years of call center experience! There ya go.... Honest as I expererinced it!

Many companies will pay for your equipment - not w/ Hilton.  Hilton will provide a cheap headset & you'll need to have your own equipment.  When I first started I had to pay $60 for their headset, no kidding! Ok job as a part-time; your vocal cords will take a beating with back-to-back calls.  After 10 yrs w/ Hilton, I got fired during Covid!  They didn't give me an option for layoff.  The company culture sadly changed after they paid off Blackstone.  FYI: if you get fired, your insurance stops on that very same day.  I lost many hours of saved up sick time, which they did not pay.  Hilton dropped the ball when an email accidentally came out about people over 40 were going to get fired.  I was one of them.  The new system sucks and difficult to navigate.  Managers are becoming reps b/c it pays better.  How bizarre is that?  Absolutely no room for growth unless you want to become a DC.  All positions are lateral, so expect more work with no increase in pay.  Every DC has their own expectations that veer differently from each other.  There are many companies coming from Massachusetts, Connecticut and New York areas that pay better and provide 2 monitors, laptops, docking station, keyboard, mouse and headset with significantly less call volume.  For example, Volvo & Nestlé. 
 Yes, you can make some money with the sales aspect; however, you are competing with other hotels, researching information for the customer and haggling prices with customers and fighting a system that does not work.  After you spend so much time with them, the customer decides not to book with you & that counts against your numbers.  You'll need ample supply of anxiety medication.  It is a very frustrating job.  Ideal for part-timers.  I'd rather go with a company that pays better and I don't have to do sales.  Hilton is going to make a rough realization with companies coming from the north to the south where Florida is the top place to find work-at-home/remote employees.  By the way, Hilton has also made it a priority to hire from out of the country, for example Philippines and San Salvador.  Healthcare is also cheaper with these new companies coming in.  Having to haggle with customers was the worst part of my job.  Having worked 10 long years with Hilton and believing in their culture, having been fired has left me with a sour taste in my mouth.  Not a company worth dedicating 10 years of my life.  

I recently left this position for a better opportunity, I had only worked here 18 months while in school. I left because the sales expectations were too high, they started sending us non productive calls on purpose and sending the better calls to the overseas agents. More and more calls are being outsourced, causing mistakes on reservations and we have to fix them, and ruin our sales stats. Everything is about a stat. Customer surveys, sales percentage and how high the room rates you book are how we Were measured, all the while saying they are customer focused. They are focused only on the customers wallet. They want us to sell the highest room rate possible, yet they advertise rates lower than our required threshold.  I matter what location a customer calls for, your average room rate requirement will be fixed. So if a guest wants a room in Phoenix  and the rate is $89, your required daily room rate is $160. These are unachievable goals, except by the lucky few who consistently get NYC properties or for luxury hotels. For  the vast majority of agents, it’s  not possible.  I heard in the past they used to have free hotel stays, and fam  trips, but those were gone while  worked there. I agree with the previous comments about working for liars, and How they say they listen. They don’t, and they will disguise changes made to our incentives as good things, all the while not disclosing how much money they are taking from agents.  For most people, you won’t be able to afford it work here. The low pay, limited advancement opportunities (no advancement for Part time agents at all)  and the fact you have to pay  for  your phone and internet, and get no reimbursement. I tried to apply for several posisitions, I was a apart time agent, they would not allow other departments to work part time.  Your supervisor likely will never had any phone Time, or they may have been hired a whopping 6 months ago, like mine. I considered myself a new employee, yet they allowed someone who worked there six months to get promoted to supervisor simply because they were full time. My boss had no clue About  policies or procedures and would  always provide me with incorrect information. I would say if you are thinking of working for Hilton in the Reservations department,  that you should keep looking. There are better opportunites out there. I found a better one so can you.

 Hilton Hotels is a fairly great company to work for. The benefits are amazing, the best benefits I've ever had working at any job. I specifically work at the South Loop location, next to Grant Park in Chicago. The transit is super easy considering the Roosevelt station is literally about 3 blocks for the Hotel. Plenty of food spots around too, but I personally prefer eating from the cooks, I'd say 4 out 7 days a week, they cook specials meals and its free of course. 

 Coworkers are decent, I personally found it more easy to make friends with people from other departments, than the people I work with. Regardless they're all good people. Once you get past the "rookie/fresh meat" phase, and you show you can pull your own weight, they respect you a lot more, and work will pleasant and easy from then on. I don't have many negative things to say about the Hilton, my job in particular is very physically demanding. So if you're not good at lifting constantly throughout your shift, this isn't the job for you. The pay is great in my opinion, for starters you make a decent rate of anywhere from 15-17 for the first 3 - 6 months, once you hit 9 months you get bumped up to 18-19, and once you hit a year, you match everybody else's pay (non management workers). That's one of the perks of working in the union. But also you work with some lazy people who know how to work the system, and not lose their job because of the union. So I would suggest, to never ever take things personally from anyone you don't like, just arrive, work hard and leave. 

 There is room for promotions, and movement, you need to play a bit of politics and just make sure the person you may want to work for, knows of you and your work ethic. Which also means, you need to please your own management team, before moving to another job title, for a good pass off review. MOST IMPORTANTLY, no matter what title you are, or experience you have, you cannot move or get promoted until you reach the 1 year mark within the company. This information is mainly for people who don't work at a management entry level job.  

Top Job Titles	Average Salary
Front desk agent 100 salaries reported	$17.52 per hour
Line cook 79 salaries reported	$20.88 per hour
Room attendant 73 salaries reported	$16.39 per hour
Guest service agent 81 salaries reported	$19.07 per hour
Night auditor 45 salaries reported	$19.42 per hour

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