Poor initial training in "Hilton University" and terrible on-the-job training
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 pr
Front Desk Agent | Billings, MT | Apr 9, 2015
Not Impressed--At All.
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 w
ProsUm, nice guests sometimes? Discounts on room stays if we traveled to other Hilton properties.
Server | Columbia, MO | Mar 12, 2014
Slowest job I've ever had
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
Conspay, management, slow days every day, refused better opportunities
Banquet Server | College Station, TX | May 26, 2019
Wonderful culture, No benefits, Lots of missing items.
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.
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.
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
ProsFree Food, Variety, Great Culture.
ConsNo Benefits, Catty Behavior, Too much hours or none at all.
Manager | Carrollton, TX | Jan 12, 2015
Call Center Division is rife with possible unscrupulous and nefarious actions by management
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, li
ProsGood Hotel stay benefits
ConsCliques, and Good old boy groups appear to exist in the call center division
Reservation Specialist | Tampa, FL | Aug 30, 2018
Great Job for College students and at home people who don't need the income
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
ProsSome good people work there
ConsSome don't care!
Bilingual Customer Service Associate | Tampa, FL | Nov 29, 2020
After 10 years I get the boot! Not for someone looking to work full time
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
Prosremote, good healthcare options, sales-minded can obtain good perks
Consexpensive healthcare, constantly haggling with customers, no loyalty, kiss DC's buttocks
Reservation Agent | Dallas, TX | Aug 14, 2018
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 wor
ProsWorking from home, no commute, some travel benefits
ConsPay for own internet, phone, high expectations, low pay, stressful, demanding supervisor, incompetent supervisor, no advancement, dead end job
Laser Technician | Slidell, LA | Feb 13, 2020
Unethical management not known to Physicians, if that changed it would be an amazing fair place to be employed
Office management was very unethical, tried giving licensed and mandatory state certified position/titles to a receptionist with no knowledge or hour requirement required by state board mandatory to become eligible to sit for state board exams and become licensed to legally to type of work. Working with Class 4 lasers and other devices that could cause permanent damage to patients if not properly trained, non experienced, lacking correct schooling requirements mandatory per state board laws.
Had to keep a constant eye on compensation and check stubs, inaccurate multiple times so much so I had to meet with one of the Physicians to make them aware of improper pay.
Long hours 10-12 hours a day 30-60 min lunch breaks off of the clock were implemented due to lack of management skills and employees consistently getting overtime when it could have been prevented.
Very clique type of office with management and other employees - hiring family, and friends. Misleading and not truthful to the physicians. Management rarely did office work, wouldn't help out when short staffed, stayed on social media, personal phone, had family and friends visiting constantly when physicians were gone or too busy to notice.
Management couldn't train on EMR program because of lack of knowledge, did not understand payroll system, fudged hours by increasing some employees and decreasing other employees hours.
Other compensation was missing several checks, then told that was not my compensation ag
Front Desk Manager | Dallas-Fort Worth, TX | Jan 4, 2014
I have been with the company for a little shy of two years. This has BY FAR been the worst job i have ever had. Coming into this job, my goal was to show initiative in a PROFESSIONAL environment in hopes of one day moving up to corporate. That dream QUICKLY diminished after about a year of lies, gossip, management affairs and a lack of professionalism (for a better choice of words). I was actually ";promoted" to front desk supervisor a few months ago, and have YET to see any pay increase on my checks, yet i have a larger work load??? That makes no sense, so let me now get into why working for Hilton is not a good choice for ADULTS, Management is absolutely terrible! They only care about themselves. EX: Our hotel has had NO PARKING LOT LIGHTS since the day i started working here. At first i said nothing, but then it began to bother me considering i am a woman and work primarily nights. When i leave work at 1-2am i sometimes am a bit nervous walking through a parking lot alone with NO SECURITY when its pitch black! I have mentioned it to management many times and nothing has been done. We also were robbed TWICE and nothing could be done because our security camera system also does not work and it was too dark in the parking lot to get a license plate number!! This is a HILTON property! Really!?!?! Management CONSISTENTLY will work us 8.9,10 days in a row and make sure it will not be overtime. Its ridiculous. I'm embarrassed to say i work for this company. Long hours, no lunch b
ProsSomewhat flexible schedule
ConsNO breaks, long hours, horrible management, horrible pay, HORRIBLE "job"
Questions And Answers about Hilton
How are the working hours at Hilton?
Asked Jun 8, 2016
8 hour duty + OT no problem
Answered Jul 31, 2019
8 hrs.of working and overtime
Answered Jun 19, 2019
What tips or advice would you give to someone interviewing at Hilton?
Asked Aug 1, 2016
Be happy motivated & posative to work..
Answered Jul 31, 2019
Smile and eye contact when you answer every question. Be motivated ready to work and Positive.
Answered Jun 19, 2019
How did you feel about telling people you worked at Hilton?
Asked Sep 23, 2016
No no no horrible place. I don't even know where to start.
Answered Feb 14, 2020
Very good , excellent co. To work for.
Answered Dec 29, 2019
What is the interview process like at Hilton?
Asked Jun 4, 2016
They sell you on team and seniority but never go by it
Answered Aug 3, 2019
The interview process is very tense as it is two managers asking questions.
Answered Jun 19, 2019
What benefits does Hilton offer?
Asked Jun 8, 2016
The Benefits are great. They gave us full Benefits.