Horrible treatment and management. Great customer service development. - Guest Service Agent Hilton Employee Review

1.0
26 May 2017
Recommend
CEO approval
Business outlook

Pros

Great way to develop customer service skills. The interaction you get with every guest is very personal so over time it will improve your communication skills.

Cons

Horrible management. Too many politics for a small 4 star hotel. Unfair treatment for newcomers and the upper levels are biased to employees with higher seniority. I can understand if those with seniority have more leeway in certain things, however, it shouldn't be in everything. For example, when it came to scheduling and taking long breaks, employees that stayed longer were allowed to have their requests fulfilled. But if you are not there for long enough, even if you are the same title, you can't even request an early leave because you are feeling unwell (even with a doctor's note provided next day). Instead you will get interrogated like no tomorrow. Unbelievable. If you don't mind being mistreated like a tool, then feel free to work here.

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Hilton Response
9y
Thank you for providing us with your feedback. We appreciate your candor. Though we strive to promote a positive working environment, it sounds from your remarks that there could be opportunities for improvement. Please know your comments have been shared with leadership. Thank you again for taking the time to share your thoughts with us.

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Cons

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2.0
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Pros

Different services and softwares provided by Hilton are convenient to have access to.

Cons

The new PMS system, PEP, is awful. They got rid of F&B Distribution for night audit which means a lot less work for night auditors and way more work for accountants. PEP also doesn’t have the same functionalities as OnQ, the previous PMS. I have not heard any good thing about PEP after all these years. The team member travel discounts aren’t good anymore. They used to be flat rates across three tiers of hotels, but now they are extremely variable and can run very high. On top of that, hotels and resorts still charge team members for parking and service fees, so you still can’t afford to travel on the discount. That is, if you even find the team member rate available. Chances are, you’ll be working for a franchisee, not Hilton itself. They may be one of the world’s best companies to work for, but you probably won’t actually be working for them. California taxes and district fees felt mishandled by corporate.

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