Manager, Brand Management Assist - APAC
Hilton CorporateShanghaiUpdate time: July 17,2019
Job Description
Work Locations
:Hilton - Area Office - Greater China and Mongolia
4205, Bund Centre 222 Yan An Road East
Shanghai 200002
Being part of the APAC Brand Management Assist team who are supporting our portfolio of branded hotels. The team serves as the front-line contact/response on any question about Brand Standards and Initiatives, as well as Tools and Resources for commercial or operational use.
Responsibilities and tasks include answering calls/emails/chat on various topics from our hotel teams as well as interacting pro-active with the Brand Performance Support Directors on their interaction and follow-up with hotels. The Brand Management Assist Manager also conducts educational webinars for hotels, 1 on 1 connections with hotel leadership called Business connect, follows-up on Quality Assurance improvement planner, monitor hotel performance and identify area of improvement (commercial and guest experience) with the overall objective to maximizing hotel and brand performance, leading to better market share, higher guest satisfaction and brand compliance. Support is delivered through phone/email/chat consultation and occasionally in person.
The current portfolio of APAC hotels covers 223+ hotels in 54+ countries.
What will I be doing?
As team members of the APAC Brand Management Assist team you are responsible for delivering flawless service and support to the General Manager, hotel leadership team and hotel team members of Hilton portfolio of branded properties within the APAC region as well as management companies’ teams – as well as supporting the implementation of enterprise and brand initiatives.
A detailed, minimum 2 month, induction and training program will support you to successfully onboard into this newly created position.
The day to day responsibilities of this position include:
Other tasks part of this position:
Average Percent of Time %
Responsibilities and tasks include answering calls/emails/chat on various topics from our hotel teams as well as interacting pro-active with the Brand Performance Support Directors on their interaction and follow-up with hotels. The Brand Management Assist Manager also conducts educational webinars for hotels, 1 on 1 connections with hotel leadership called Business connect, follows-up on Quality Assurance improvement planner, monitor hotel performance and identify area of improvement (commercial and guest experience) with the overall objective to maximizing hotel and brand performance, leading to better market share, higher guest satisfaction and brand compliance. Support is delivered through phone/email/chat consultation and occasionally in person.
The current portfolio of APAC hotels covers 223+ hotels in 54+ countries.
What will I be doing?
As team members of the APAC Brand Management Assist team you are responsible for delivering flawless service and support to the General Manager, hotel leadership team and hotel team members of Hilton portfolio of branded properties within the APAC region as well as management companies’ teams – as well as supporting the implementation of enterprise and brand initiatives.
A detailed, minimum 2 month, induction and training program will support you to successfully onboard into this newly created position.
The day to day responsibilities of this position include:
- Acts as the contact to various stakeholder/business partners by telephone/email/chat. Be a backup resource/contact as BPS Director is traveling, occupied with meeting and/or out of the office.
- Planning/set-up of an own daily tasks plan to ensure that there is time to handle incoming requests as well as assigned tasks/assignments in a timely, supportive and successful manner.
- Prepare report on daily interaction/tasks with a status to support tracking and allocate follow-up action.
- Supplying/offering front-line support on inquiries generated by hotel team members via telephone/e-mail/chat.
Other tasks part of this position:
- Responsible for post consultation/hotel visit follow up or actions on behalf and partnership of BPS Director.
- Proactively reviewing hotel performance on a weekly/monthly basis and provide recommendations to BPS/hotels to improve performance.
- Follows up with hotels on pending topics where deadlines are overdue to drive task completion.
- Assist the Regional Director BPS with the follow up on Quality Assurance improvement planner including proactive PIP(Property Improvement Plan) management and progress tracking.
- Conducts educational webinars for hotels as well as 1 on 1 connections with hotel leadership.
- Assist in developing, training and implementation of brand programs, procedures, tools, processes and policies.
- Monitor and maintain brand tools and communication vehicles such as the Lobby or HU connect site
- Regularly participates in brand/enterprise educational opportunities to improve your knowledge/skills needed to serve customers and the team success.
- Strives in a fast paced environment with an optimistic and positive “can do” approach on requests and tasks.
- Willingness to support and join project work to drive improvement.
Average Percent of Time %
- On the Floor activities 70%: perform activities to support our hotels and stakeholders by answers incoming phone calls/ emails/catch and to create/run Webinars.
- Organizing activities 20%: Analyze your calls and emails of the day to identify opportunities on the process or specific hotel learning need. Daily reporting and logging of activities and to set follow-up dates/action as needed.
- Planning/strategic activities 10%: Participates in planning sessions that support the key initiatives of APAC Brand team. Attending meetings to exchange knowledge and drive projects.
- The above mentioned percentages may vary by season as well as depending on the implementation status of the department or its strategic focus.
What are we looking for?
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.
Required Qualifications
Preferred Qualifications
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!
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.
- Demonstrate superior communication, presentation and customer service skills to internal and external customer’s audience.
- Responsiveness and reactiveness with understanding and sense of urgencies 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.
- 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.
- Commercial understanding and experience or analytical skills to evaluate business information and translate data into knowledge and action
- Ability and willingness to learn new tools and systems
- Be a team player
Required Qualifications
- 3+ years of hotel experience
- Past experience as a manager/supervisor who has worked departments like: Front Office, Operations Manager, C&E, Sales
- English language (very fluent in speaking and writing)
- Additional language (English very fluent in speaking and writing plus fluent speaking in Mandarin or Japanese language) and cultural awareness (travelling to other countries)
- Experience using MS Office (Excel, Outlook and PowerPoint)
- Occasional able to travel within the APAC region, staying overnight as needed
Preferred Qualifications
- Worked at a Hilton enterprise branded hotel
- 4-year college degree or equivalent education
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!
EOE/AA/Disabled/Veterans
Schedule
: Full-timeBrand : Hilton Corporate
Shift
: Day JobJob Level
: ManagerJob
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