This is the kind of job I truely dream of all the time. I would love to work from home making reservation from home no nagging ass boss to fuck with you or tell you that you are late nor fired.

Stacy B.
Atlanta, Georgia

Just this out find it in military family

I would love to work from home making reservation from home no nagging ass boss to fuck with you or tell you that you are late nor fired.

I would love to work from home making reservations.

No job is safe especially call center jobs. They will lay us off in a few months because they are sending our jobs to the Phillipines.They cna work from home for pennies. Just think, we helped them perfect the system and that will ultimately cost us our jobs. Read the below message from the big guy:

Subject: HRCC Transformation Update


We would like to take this opportunity to update you on the future direction of HRCC. HRCC is a critically vital component of the value proposition Hilton provides to its customer and owners – particularly during challenging economic times like these. However, HRCC also represents a significant portion of our marketing and sales expense so it is important that we continuously look for opportunities to improve both our service delivery and cost performance.

Over the past several months, the HRCC team, assisted by experienced consultants, has researched many alternatives in order to improve our performance along both of these dimensions. Through this review process we’ve focused our efforts in three distinct areas:

Utilizing technology and automation to more efficiently handle certain types of customer inquiries
Utilizing outsourcing options, where sensible, to decrease the cost of voice and back office customer contacts – while maintaining high levels of customer service
Reinvesting to drive incremental revenue through our interactions with customers, with a greater emphasis on up-selling.
We are now ready to begin implementing the initial stages of the plan that was developed through the detailed review process. Throughout the plan, we have instituted many check points in order to evaluate the customer impact and cost effectiveness of any changes to our model. As we reach those check points, we will continue to communicate the results as well as our decisions around next steps in the process.

The first stage will involve the introduction of an IVR (Interactive Voice Response system) to the beginning of the calls to our 1-800 HRCC call centers), in order to help us segment and prioritize call types. With this IVR approach, customers will be allowed to indicate whether they wish to book a reservation, to request information, or to reconfirm or cancel an existing reservation. These simple “non revenue” calls will be routed to an automated system for handling. Customers who chose at any time during the call not to use the automated system will go directly to a live agent. In this initial stage, which will begin in mid to late August, all calls to book a reservation will continue to be routed to our existing HRCC centers.

The second stage will involve utilizing third-party vendors to handle a select portion of our calls. We are engaging the services of several world-class outsource vendors throughout this process. Each of the vendors we have selected provides significant experience in the customer contact center business and serves many other companies in the travel and hospitality sector. We will utilize these vendors’ call center facilities in Manila, Republic of the Philippines. Strong English skills coupled with operating efficiencies provide an opportunity for us to reduce costs while maintaining customer service levels equivalent to our domestic operations.

Effective immediately, HRCC has assigned Amanda Wu, our Tampa UK Reservations Manager, to oversee these offices on location in the Republic of the Philippines. Also, as part of the start up of these facilities, our U.S. based Training and QA teams will be onsite to ensure the hiring, training and performance standards are in line with our expectations. As these specific assignments are identified, we will begin publishing opportunities to all of you.

Our intent is to begin this stage with a small segment of our non-revenue calls in late August. We have developed a comprehensive scorecard for monitoring the quality level of these calls, and we will closely gauge customer satisfaction and increase calls sent to these vendors only when we are confident that our service expectations can be met. Throughout the 4th quarter we will also test additional call types and back-office transactions to determine the extent to which we utilize these vendor services in the future.

The final stage in our process will involve re-investing a portion of expected savings into additional revenue generating activities. In this phase we will test various changes to HRCC protocol, staffing models and training processes to focus our agents on maximizing revenue on each call. Examples of this reinvestment include the Upsell Incentive currently offered in all of our domestic offices as well as the Revenue per Reservation Incentive which is now being piloted in the Tampa office (with hopes to expand to other offices). More information on our efforts in this stage will be provided as we progress.

We know that you take great pride in selling and servicing the Hilton Family of Hotels and we appreciate your continued support as we implement these enhancements together. Our commitment to you is to keep you informed of our progress on a regular basis. Please keep up the great work. We look forward to being back in touch soon.

Paul Brown
President, Global Brands & Commercial Services

Russ Olivier
Senior Vice President, HRCC

I'm very interested in a postion with the Hilton corporation