10 Hilton customer service leaders
Global Head of Reservations and Customer Care, Senior Director, Global Workforce and Vendor Management and Director, Customer Engagement and Platforms APAC are among the roles held by these ten Hilton customer service leaders, some of whom have since moved on. A reader can learn how customer service leaders work at Hilton from people who have held the role.
Professionals to explore
Arvind S.
LinkedInExperience: Senior Director, Shared Services · Hilton
Arvind S. has been Senior Director, Shared Services at Hilton since September 2023, based in the Dallas-Fort Worth area, and was Director, Resource Planning and Workforce Optimization at Hilton from 2021 to 2023. Arvind S. describes being a Director of Operations who has delivered large projects including contact center launches, transitions and implementations.
Becky Ploeger
LinkedInExperience: Global Head of Reservations and Customer Care · Hilton
Becky Ploeger has been Global Head of Reservations and Customer Care at Hilton since December 2019, based in Phoenix, Arizona. The profile's about section says that transformational leaders are required to enable the strategic priorities of customer centricity and digital innovation, and the listing shows the Hilton role as the current position.
Gordon McKie
LinkedInExperience: Senior Director, Hilton Reservations & Customer Care EMEA & APAC · Hilton
Gordon McKie has been Senior Director, Hilton Reservations & Customer Care EMEA & APAC at Hilton since January 2026, based in the Greater Glasgow Area. At Hilton, Gordon McKie was also Director, Digital Strategy from 2022 to 2026, Director, Content Platforms from 2021 to 2022 and Senior Manager, Content Operations from 2014 to 2021.
Graeme Sandilands
LinkedInExperience: Director, Operations & Partnerships, EMEA · Hilton Reservations Worldwide
Graeme Sandilands has been Director, Operations & Partnerships, EMEA at Hilton Reservations Worldwide since May 2019, a role the profile places in Glasgow, Scotland, in the Operations department. Graeme Sandilands was Director, Revenue Optimization at Hilton Worldwide from 2007 to 2019.
Jerry Lim Hwee Hong
LinkedInExperience: Director, Customer Engagement and Platforms APAC · Hilton
Jerry Lim Hwee Hong has been Director, Customer Engagement and Platforms APAC at Hilton since August 2024, based in Singapore, and the profile lists the role in the Customer Service department at Director level. Jerry Lim Hwee Hong was Head of Digital & CRM at Danone from 2016 to 2023 and Senior CRM & Digital Manager, South Asia there from 2013 to 2014.
John Billings
LinkedInExperience: Senior Director, Global Workforce and Vendor Management · Hilton
John Billings has been Senior Director, Global Workforce and Vendor Management at Hilton since July 2016, based in Dallas, Texas, and describes leading global contact center vendor operations. John Billings was Vice President, Business Process Solutions at TP from 2013 to 2016 and General Manager - Customer Care at Travelocity from 2012 to 2013.
Kristiina Maria Shaw
LinkedInExperience: Senior Director, International Operations · Hilton
Kristiina Maria Shaw has been Senior Director, International Operations at Hilton since September 2018, based in Tallinn, Estonia. At Hilton, Kristiina Maria Shaw was also Director, Sales Strategy & International Operations from 2016 to 2018, Director, Outsourced Operations - Europe from 2012 to 2015 and Centre Manager, HRCC Shanghai from 2009 to 2012.
Linda Alexander
LinkedInExperience: Sr. Director · Hilton
Linda Alexander has held the title Sr. Director at Hilton since January 2009, based in Hemet, California, and the profile headline gives Sr. Director at Hilton Reservations & Customer Care. The profile also lists a current Director role at Hilton Reservations Worldwide dating from 1990 and a current Director role at Hilton dating from 2001.
Lizbeth Quinones
LinkedInExperience: Director HRCC Service (GA, Customer Care, Diamond) & Client Success (ResMax and Housing Desk) · Hilton
Lizbeth Quinones has been Director HRCC Service (GA, Customer Care, Diamond) & Client Success (ResMax and Housing Desk) at Hilton since January 2026, based in the Hampton Roads, Virginia area. At Hilton, Lizbeth Quinones was also Director HRCC Service (Guest Assistance Social Care & Executive Customer Relations Luxury & Diamond) from 2023 to 2026 and Director HRCC Reservation Sales from 2022 to 2023.
Steven Cairns
LinkedInExperience: Senior Director, Global Sales Support & Enablement · Hilton
Steven Cairns is a former Hilton customer service leader who was Director of Operations EMEA, Hilton Reservations and Customer Care at Hilton from 2023 to 2025, based in the United Kingdom. Steven Cairns has been Senior Director, Global Sales Support & Enablement at Hilton since August 2025 and was Group Global Head of Complaints at Revolut in 2023.
Choose the right perspective
Match the person's area, such as guest assistance, reservations sales, contact center vendors and workforce, or a region such as EMEA or APAC, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer service role at Hilton?
- 02How do you decide which guest contacts need a specialist and which can be resolved on the first contact?
- 03What has your own work taught you about serving loyalty members alongside other guests?
Reaching Hilton customer service leaders
How can I contact one of these Hilton customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 2 companies: Hilton and Hilton Reservations Worldwide, based on profile data retrieved on October 26, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach Hilton customer service leaders?
You choose the offer, starting at $5 per person. The offer is what the person receives, and Instant Expert's fee is added on top, so a $100 offer costs you $125. The fee is 20% of what you pay. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
Can an AI agent ask one of these Hilton customer service leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.