Executive, Brand Performance Support Emea

2 weeks ago

Watford, United Kingdom Hilton Full time

**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 (tool and systems) as well as on brand initiatives.

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.

The day-to-day responsibilities of this position include:

- 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 %
- 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.

**What are we looking for?**

Applicants will come from a hotel operations background ideally with experience in a customer-facing role such as front of house or food & beverage. This is an ideal opportunity to take your hotel level experience into a corporate role in which you are advising and supporting a significant number of hotels within the EMEA region across a broad range of issues, in particular relating to the "guest experience".

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

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