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
Save yourself the patience by staying away from this company.
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 expe
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.
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
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.
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
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
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
Competitive pay after the first year of work. Friendly environment.
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 an
ProsDecent pay after probational period (1 year), free lunch by chef's staff, friendly coworkers, union protected, worker's benefits allows you to get rooms for $35 - $55 per night across the world.
ConsManagement (depends on who you're working with for certain tasks). Physicality, communication (also depends on who you're working with for the day).
A typical day at Markham Hilton Suites as a hostess
A typical day at work would be, upon arrival checking daily reservations and notes and make sure the servers are aware of VIPs that may be dining in the restaurant or any special requests. Then checking the Events of the Day that take part in the hotel so as to direct the guests to where any events are if needed.
All dinner, wine, desert and kids menus are checked and wiped down and sorted accordingly.
I work the night shift which is from 2-10 pm therefore the traffic for guests wanting to dine in the restaurant is relatively slow compared to that of the morning , so I have side duties to perform. For example I ensure that there are full boxes of take-out supplies in the hostess stand which include napkins, cutlery, paper bags and mints. The beginning of the shift is basically stocking up for the night to ensure the hostess stand has all the necessary supplies and being aware of the events that are partaking within the hotel.
In addition to this, the hostess also answers room service orders, as the hotel does not have an order taker for room service, therefore it is imperative for the hostess to always be at the hostess stand to answer the phone, take the order, or any complaints the guest may have about a previous order, whilst up selling dessert or alcohol for example.
In addition to taking room service orders, the hostess delivers messages to the supervisor, for example if an employee will be late or absent and taking reservations for all seating times, which include
Prosfree lunches in the cafeterias, decent pay, great colleagues and management, good hours
Consstanding up for eight hours, lack of autonomy of always having to be at hostess stand
This is a small amount I do on site at The Hilton Maidstone
o In this role I have many different jobs and every day is not the same. I very much enjoy this.
o I prepare Morning brief each morning for each department with all the figures from the day before and also information for the week. I also take minutes during all meetings and type them up to be sent to all attended. I have been also nominated as a cluster note taker as well.
o I handle all post. I file and pass to all Head of Departments; if it is a cheque or Bacs I will file and send to accounts. I will handle all big complaints that come in to the hotel via post, email, verbal, guest survey and comment cards.
o I am responsible for many numbers of Health and Safety Aspects that include looking after the security Manual and Emergency manual. I will assist with any training that may be needed and will assist with any admin. I will also arrange for any licences that need to be updated. I also update all accidents to the data base and also track for any trends.
o One of my jobs is to keep and eye on any social Media websites we have this included facebook, foursquare, youtube, I will also make any changes we have to our website.
o I have a lot of knowledge with regards to Front Desk and In House Reservations, I will book any staff requests within the hotel and also if the General Manager needs any accommodation. I will also at the beginning of every month compile a list of how many bedrooms our corperate’s have booked though the month and also who our top guests are. I look afte
Prossomething different each day, learning new things all the time
By free lunches I mean, a poorly lit and cold room upstairs where you could use your thumb on a machine to get some dull sandwiches and overpriced drinks, not food actually cooked and served there. You get 100$ allowance if you work full time and 60$ for part time. Maybe they have improved it since I left but knowing how long it takes for them to improve literally anything for staff I doubt it.
Remember, customers are always first priority! The outside of the hotel looks great, the art looks great, but god forbid you look at staff entrances, "break rooms" stairways and especially locker rooms. It's more like a bathroom with a few lockers in it.
Don't even get me started on the ONE STAFF ELEVATOR for a 10+ floor hotel with over 300 rooms to clean and manage. Yeah, needless to say when doing maintenance I certainly got my weekly walking goals done considering it would take 40+ minutes sometimes for the elevator to even show up. Stairs quickly became my friend even if I didn't want them to. It doesn't help that the hotel wants you there ASAP but trying to get there? Don't make me laugh. Don't use the hotel elevators! You know, the five we have for guests, you're supposed to showcase that "we don't HAVE staff."
Great place, really.
Now onto maintenance, let me give you a classic example:
"Can you fix (this thing) right now?"
"Sure, do you have what I need to fix it?"
"What do you need....?"
That's it, that's the job. I can't begin to tell you how many times m
ProsFree horrible lunches, Co-workers were okay sometimes, I was able to keep my phone on me
ConsThey won't pay you what they owe you, Horrible management, "sweet words" to make you feel better, Gossip is the centre of everyone's mind, Lunches suck even if free, Stuck up guests expecting a five star and getting a no star
Food and Beverage Manager | الغردقة | Sep 19, 2013
1- Directs, controls, coordinates and participates in all Food & Beverage activities such as :
Preparing Food & Beverages
Serving Food & Beverages at hotel outlets and in functions within and without the hotel
Cleaning and maintaining outlets, work areas, tableware, utensils and other materials and equipment used by Food & Beverage sections.
Appraises personnel’s performance and production; corrects mistakes and inadequacies, ensuring that international standards of Food & Beverage preparation and service are maintained.
2- Trains personnel according to established procedures; conducts meetings to discuss problems and future plans, present new ideas, correct mistakes and inadequacies, give instructions and special assignments, etc.
3- Coordinates between different sections of Food & Beverage and between Food & Beverage and other hotel departments to ensure that preparations for all functions, festivals and other activities involving Food & Beverage have been made.
4- Prepares annual Food & Beverage goals or forecast and budget; develops working plans to carry out goals; compares actual achievements against goals periodically; takes necessary corrective action
5- Coordinates with Sales Manager in the preparation of marketing plan; sees to the implementation of approved plans.
6- Prepares the Food & Beverage monthly report detailing and explaining figures of sales, costs and profits and comparing same with forecasts.
7- Reviews a
Worked as a Laboratory Technician at the Research Centre in Keele University.
Day to Day work involved
• Regular maintenance and culture of primary cells, mammalian ovarian cancer cell lines (A2780, cisA2780, Skov-3, Igrov, Ovcar 3,Ovcar 4, Ovcar 5,Ovcar 8). Growing cells in RPMI and DMEM, culture them in FCS, Penstrep, glutamine. Trypsinize the cells with trypsin and EDTA and Passage cells followed by incubation.
• Collect cells by centrifugation and count in Haemocytometer.
• Prepare 10X stock of drugs (statins) with growth medium and add specific portion to each ce