Manager, Brand Performance Support EMEA
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About Hilton
Hilton is a leading global hospitality company with a portfolio of 18 world-class brands comprising more than 6,800 properties with more than 1,000,000 rooms, in 122 countries and territories. Dedicated to fulfilling its mission to be the world's most hospitable company, Hilton welcomed more than 3 billion guests in its 100-year history, earned a top spot on the 2019 World's Best Workplaces list, and was named the 2019 Global Industry Leader on the Dow Jones Sustainability Indices. Through the award-winning guest loyalty program Hilton Honors, more than 127 million members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy, plus enjoy instant benefits, including digital check-in with room selection, Digital Key, and Connected Room.
Position Summary:
Being part of the EMEA Brand Performance Support (Hotel Support) team - acting as the front-line contact/response on questions related to brand standards, commercial tools (sales, marketing, revenue, ecommerce), operational topics (housekeeping, front office, food and beverage), IT (tool and systems) as well as on brand initiatives. Responsibilities and tasks include answering calls/emails/chat on topics raised by our business partners (hotels). The Brand Performance Support Manager also conducts educational webinars (BPS Talks) for hotels, 1 on 1 sessions with hotel leadership, follows-up on waiver applications, supports with hotel communications and the development of self-service tools with the overall objective to maximizing the key performance indicators on our brand health score card (i.e. RGI/RPI/RevPar, Overall Experience guest experience scores). Support is delivered through phone/email/chat consultation.
As member of the Hotel Support team, you are delivering flawless service and support to the General Manager, Hotel department heads, management company as well as internal stakeholder.
The day to day responsibilities of this position include:
• Acts as the contact to various stakeholder/business partners by telephone/email/chat.
• Planning/set-up of an own daily tasks plan to allocate time to handle incoming requests (cases) as well as assigned tasks/assignments in a timely, supportive and successful manner.
• Prepare report on daily interaction/tasks and status to support tracking, allocate follow-up action on cases.
Regular tasks of this position include:
• Responsible for consultations and follow up on actions as agreed.
• Proactively reviewing hotel performance on a weekly/monthly basis and to identify areas where hotels can be supported to improve their performance.
• Follows up on pending topics where deadlines are overdue to drive task completion.
• Conducts educational webinars (BPS Talks) as well as 1 on 1 with hotel leadership.
• Assist in developing, training, implementation of brand programs, procedures, tools, processes and policies.
• Regularly participates in brand/enterprise educational opportunities to improve your personal knowledge/skills required to serve customers and support Hotel Support team success.
• Strives in a fast-paced environment with an optimistic and positive "can do" approach on requests and tasks.
• Willingness to support planned and ad-hoc project work.
• On the Floor activities: perform activities to support our hotels and stakeholders by answers incoming phone calls/ emails/catch and to create/run Webinars (70%)
• Organizing activities: Analyze your calls and emails of the day to identify opportunities on the process or specific learning requirement. Daily reporting and logging of activities and to set follow-up dates/action as needed. Allocate time for self-learning (Hilton University) 20%.
• Planning/strategic activities: Participates in planning sessions that support the key initiatives of the EMEA Brand team. Attending meetings to exchange knowledge and drive projects (10%)
What are we looking for?
The individual must possess the following knowledge, skills, abilities and be able to perform the essential functions of the job:
• Demonstrate superior communication and customer service skills to internal and external stakeholders.
• Responsiveness and reactiveness with an understanding of the sense of urgency and importance for different stakeholders paired with decision-making skills to determine the best resolution within company guidelines and in the best interest of involved parties.
• Delivery of day to day job functions while supporting/solving issues generated from multiple sources by setting priorities and ensuring transparent communication to stakeholders.
• Commercial understanding, experience and/or analytical skills to evaluate data/business information and translate data into knowledge and action.
• Ability and willingness to learn new tools and systems.
• Willingness to work and win within a team.
• Education: High school/GED
• Substantial hotel experience with previous experience as a manager/supervisor who has worked in departments such as Front Office, Operations Manager, Conference & Events, Sale
• English language (very fluent speaking and written)
• Additional language (to English) and cultural awarene
• Experience using MS Office (Excel, Outlook, PowerPoint, Teams)
• Occasionally able to travel within the EMEA region, staying overnight as needed