Pros
Flexible Schedule. Paid Holidays. CEO and values of the company. Most of the development coaches are good, but they are overloaded with agent's and can only do so much to help.
Cons
Just a few years ago I would have given FIVE stars. I do have hope it will become a great place to work again. There have been too many changes too quickly and not for the better. Almost no support for those of us on the front lines. When we have questions that need to be answered asap because we have an angry guest on the line. We have no one to ask but each other in chat and hope someone responds in a decent amount of time. Their newest reservation system is so slow it's the most inefficient system I've ever worked with. It feels like we are using old dial up service. When concerns are brought up about anything they seem to throw it back at you like your skills might not be good enough. We have a new rating system and it completely changed the way we are evaluated-for the worse. Without warning or a detailed, real explanation. Our incentive bonus system has been completely revamped.-also not in our favor. We were given a small raise instead. Many of us that have been here a long time make a lot less than we did when we started. Hilton has also gotten involved in too many controversial topics at work without really taking into account everyone has a different backgrounds and belief systems. We aren't given enough time for training or even reading our emails. Yet we are expected to keep up with constantly changing policies. When you do take time to train or catch up on emails they score that against your utilization time. This makes no sense if you want seasoned agent's that know how to correctly handle calls.