Manager Loyalty Hotel Support
You will be part of the Europe, Middle East and Africa (EMEA) Marketing and Loyalty Team, closely collaborating with the Brand Performance Support teams, focusing on driving hotels Hilton Honors performance across our key KPIs (including Honors Occupancy, enrolments, new member marketability, member appreciation, member activation rate). Responsibilities include overseeing Hilton Honors performance initiatives, acting as the front-line contact to lead hotel training sessions and implement successful action plans to improve Honors performance against key KPIs, and expanding the suite of self-service Honors trainings with the overall objective to maximizing the key performance indicators for Hilton Honors.
What will I be doing?
Reporting to the Director, Loyalty EMEA , this role is responsible for the execution of initiatives to drive the growth and engagement of the Hilton Honors base across the Europe, Middle East and Africa region. Day-to-day responsibilities of this position include:
- Support the ongoing management and successful launches of Hilton Honors activities for the EMEA region to drive sustained and quality growth of Hilton Honors occupancy, focused on driving acquisitions, growing our audience of marketable and activated members, and delivering initiatives to drive member appreciation
- Monitor and report progress against key Hilton Honors performance metrics (at Corporate and Hotel level), ensuring we successfully achieve our key objectives across each key priority market in the region
- Based on business needs, develop strategies and tactics to improve hotels performance, focusing mainly on increasing marketability, activated enrolments and Honors occupancy. This includes:
- Proactively reviewing hotel Honors performance on a weekly/monthly basis and to identify areas where hotels can be supported to improve their performance
- Conducting educational webinars as well as 1 on 1 or group consultations with hotel leadership (including General Manager, Hotel department heads and management company representatives) to improve Honors KPI’s. Responsible for consultations and follow up on actions as agreed.
- Expand and evolve suite of Honors training and self-service tools across both the Hilton Honors and BPS teams, to support achievement of key performance objectives.
Key Business Partnerships:
- Hotel Leadership teams, Commercial Team, Operations
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:
- Strong communication and customer service skills to internal and external stakeholders. Able to conduct one to one and group consultations.
- Strong Front Office experience, ideally a former Front Office Manager
- In-depth knowledge of Hilton Honors, ideally a former Honors Champion
- Responsiveness and reactiveness with an understanding of the sense of urgency and importance for different stakeholders
- Excellent decision-making skills to determine the best resolution within company guidelines and in the best interest of all parties.
- 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.
- Strong Team player with ability to work independently.
- Strong knowledge of Excel. Experience using MS Office Tools (Outlook, PowerPoint, Teams)
- Occasionally able to travel within the EMEA region
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!