Job Description - Executive, Brand Performance Support EMEA (EUR015HB)
Job Number: EUR015HB
Work Locations
Hilton - Regional Headquarters - Europe, Maple Court, Central Park, Reeds Crescent, Watford WD24 4QQ
To foster alignment and leverage our resources, this position must be based in Hilton’s Watford corporate office, forming part of the EMEA BPS and O&T Central Services team.
Closing Date for applications is Sunday 22nd December, 2024.
Position Statement:
Being part of the Brand Performance Support (Hotel Support) team who support our EMEA hotels. The team serves as the front-line response on questions and guidance on brand standards, commercial topics (sales, marketing, revenue, PR, ecommerce), operational topics (housekeeping, front office, food, and beverage), IT (tools and systems) as well as on brand initiatives. Responsibilities include answering inquiries from our hotel teams on various topics via email, phone or chat, as well as proactively reaching out to hotels and conducting consultation calls. It also includes selecting, analyzing, and presenting various levels and types of data and research in relation to performance and trends of the brand, hotels, and portfolios. The current portfolio of EMEA hotels covers 550+ hotels in 56+ countries.
Position Summary:
The Executive, Brand Performance Support EMEA will be responsible for delivering flawless service and support to General Managers, hotel leadership teams, hotel Team Members as well as management companies.
Focus of this position: Providing analytical and administrative support by serving as the front-line support for General Managers and other hotel leaders with subject matter related to hotel operations, revenue generation, sales, guest loyalty, and implementation of enterprise and brand initiatives.
Key responsibilities:
1. Offering front-line support on inquiries generated by hotel team members via telephone/e-mail/chat.
2. Interacting with business partners via telephone, email, and webinars as well as through one-to-one WebEx meetings.
3. Proactively reviewing hotel performance on a weekly/monthly basis and providing recommendations to BPS/hotels to improve performance.
4. Conducting educational webinars (BPS Talks) for hotels as well as one-on-one connections with hotel leadership called Virtual Brand Consultations.
5. Assisting in developing, training, and implementing brand programs, procedures, tools, and policies.
6. Regularly participating in brand/enterprise educational opportunities to improve the knowledge/skills needed to support hotel teams and their success.
7. Striving in a fast-paced environment with an optimistic and positive approach to business.
8. Taking on and managing additional projects/assignments as assigned by the leadership team.
Average Percent of Time %:
1. On the Floor activities (70%): perform activities to support our hotels and stakeholders by answering incoming phone calls, emails, and chat.
2. Organizing activities (20%): Analyze calls and email trends to identify potential solutions and processes that are more efficient.
3. Planning/strategic activities (10%): Participate in planning sessions that support the key initiatives of the Brand Performance Support team.
Direct Reports: n/a
What are we looking for?
The individual must possess the following knowledge, skills, and abilities:
1. Previous Corporate Brand Performance Support team experience, ideally in Brand Activation & Enablement or Brand Support Centre.
2. Communication skills to relate and adjust to internal and external customer’s audience.
3. Multi-tasking ability to support/solve escalations generated from multiple sources.
4. Demonstrate superior customer service skills.
5. Understanding the importance of different stakeholders, paired with decision-making skills.
6. Commercial and/or operational understanding and experience.
7. Analytical skills to evaluate business information and translate data into knowledge and action.
8. Ability and willingness to learn new tools and systems.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and
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