Executive, Brand Performance Support EMEA

Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 6,400 properties with more than 1 million rooms in 119 countries and territories. In the 101 years since our founding, we have defined the hospitality industry and established a portfolio of 18 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 112 million members in our award–winning customer loyalty program, Hilton Honors.

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 (tool and systems) as well as on brand initiatives.
 
Responsibilities and tasks 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. It involves working collaboratively and seamlessly with hotel teams and business partners.

The current portfolio of EMEA hotels covers 550+ hotels in 56+ countries.

What will I be doing?

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 is providing analytical and administrative support by serving as the front-line support for General Managers and other hotels leaders with subject matter related to hotel operations, revenue generation, sales, guest loyalty and implementation of enterprise and brand initiatives. 

The day-to-day responsibilities of this position include:
•    Offering front-line support on inquiries generated by hotel team members via telephone/e-mail/chat.
•    Interacting with business partners via telephone, email, and webinars as well as through one to one WebEx meetings i.e. Hilton University, Quality Assurance, Hilton Honors, Brand Personality, IT Support, Hilton Supply Management, Hilton Worldwide Sales, Revenue Management and e-Commerce.
•    Proactively reviewing hotel performance on a weekly/monthly basis and provide recommendations to BPS/hotels to improve performance.  
•    Virtual support conducted by proactively reviewing hotel performance on a monthly basis and then provides recommendations to hotels based on findings.
•    Proactive PIP management and tracking.    

Other tasks part of this position:
•    Follows up with hotels on pending topics where deadlines are overdue to drive task completion.
•    Conducts educational webinars (BPS Talks) for hotels as well as 1 on 1 connections with hotel leadership called Virtual Brand Consultations. 
•    Assists in developing, training and implementing brand programs, procedures, tools and policies. 
•    Follows-up on Quality Assurance improvement planner including proactive PIP management and progress tracking.
•    Regularly participates in brand/enterprise educational opportunities to improve the knowledge/skills needed to support hotel teams and their success.
•    Strives in a fast-paced environment with an optimistic and positive ready to change approach to business. 
•    Has capability and willingness to take on and manage additional projects/assignments as assigned by the leadership team.

Average Percent of Time %
•    On the Floor activities 70%: perform activities to support our hotels and stakeholders by answers incoming phone calls, emails and chat. 
•    Organizing activities 20%: Analyze calls and email trends to identify potential solutions and processes that are more efficient. Develops and implements processes in order to manage call flow and e-mail traffic within the BPS team in an effort to maximize productivity.  
•    Planning/strategic activities 10%: Participates in planning sessions that support the key initiatives of the Brand Performance Support team. Attending meetings to exchange knowledge and drive projects.

Direct Reports:
N/A

What benefits will I receive?
Your benefits will include a competitive starting salary and holiday entitlement. As an employee you will become a member of the Go Hilton Team Member Travel Program, which provides reduced hotel room rates for you, your family & friends! We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton.

Essential Criteria
The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation.
•    Communication skills to relate and adjust to internal and external customer’s audience.
•    Multi-task day-to-day job functions while supporting/solving escalations generated from multiple sources by setting priorities and ensure transparent communication with all stakeholders. 
•    Demonstrate superior customer service skills
•    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.
•    Commercial and/or operational understanding and experience 
•    Analytical skills to evaluate business information and translate data into knowledge and action
•    Brand positioning, services and quality measures
•    Ability and willingness to learn new tools and systems
•    Be a team player