Job Description - Manager, Brand Performance Support EMEA (EUR015GN)
Job Number:
EUR015GN
Work Locations
Hilton - Regional Headquarters - Europe Maple Court, Central Park, Reeds Crescent Watford WD24 4QQ
To foster alignment and leverage on 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 Tuesday 26th November, 2024.
Position Statement:
The Brand Performance Support serves as the front-line response on questions and guidance on brand standards, commercial and operational topics as well as tools, systems, and brand initiatives for all hotels in EMEA. Responsibilities include answering inquiries from hotel teams, as well as proactively conducting virtual consultations calls. It also includes generating and implementing scalable and impactful training resources and support tools on performance topics, enterprise initiatives, and programs. It involves working collaboratively and seamlessly with hotel teams and business partners.
Position Summary:
The Manager, Brand Performance Support EMEA, will be responsible for delivering support to General Managers, hotel leadership teams and internal stakeholders.
Key responsibilities:
1. Offering front-line support on inquiries generated by hotel team members.
2. Interacting with business partners on performance driven topics, enterprise initiatives and programs.
3. Proactively reviewing hotel performance and providing recommendations to improve KPI’s.
4. Creating and maintaining impactful and scalable training resources, tools, and programs to drive performance.
5. Participation in brand/enterprise educational opportunities to improve the knowledge needed to support hotel teams and performance.
6. Willingness to take on and manage additional projects as assigned by the leadership team.
Direct Reports:
n/a
What are we looking for?
Applicants with operational hotel background or a customer facing, performance support driven corporate roles are preferred.
Knowledge, Skills, and Abilities:
1. Previous Brand Performance Support experience.
2. Communication skills to relate and adjust to internal and external customer’s audience.
3. Multi-task day-to-day job functions while supporting/solving escalations generated from multiple sources by setting priorities and ensuring transparent communication with all stakeholders.
4. Demonstrate superior customer service skills.
5. Understanding the importance of different stakeholders, paired with decision-making skills to determine the best resolution within company guidelines and in the best interest of involved parties.
6. Commercial and/or operational understanding and experience.
7. Analytical skills to evaluate business information and translate data into knowledge and action.
8. Brand positioning, services, and quality measures.
9. 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 leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
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