Senior Manager, Owner Relations
HOW YOU WILL MAKE AN IMPACT
Your role is important and below are some of the fundamental job duties that make your work unique.
What your day-to-day will be like:
- Provide efficient, customized, and responsive support through phone, email, and Salesforce, ensuring issue resolution for small and single-unit owners and operators.
- Create and facilitate webinars, email campaigns, regional owner meetings/trainings, and initiatives to increase the adoption of Hilton's self-service tools and subsequently improve performance and the guest experience.
- Advocate for small owners and above property teams within Hilton by collecting insights, identifying common challenges, and sharing feedback with Hilton partners and senior leadership.
- Work side by side with the Director of Owner Relations in managing initiatives, conducting virtual portfolio reviews and preparing for Owner events such as above property training and in-market meetings.
How you will collaborate with others:
- Partner with other Owner Relations teams and numerous enterprise Hilton departments to develop support strategies, agree upon measurements of success, and ensure best practices are utilized.
- Collaborate with Brand leadership, Marketing, Development, Finance, Brand Performance, Technology, AD&C, FRCM, and other enterprise teams to ensure resources are being used by the above property ownership and third-party management company groups, with the ultimate goal of driving performance.
What projects you will take ownership of:
- Utilize Customer Promise engagement points and metrics with owners and operators to improve Product Quality Standards, Stay Scores, Portfolio Performance, and Market Share.
- Required touchpoints for ownership groups and management companies, including portfolio reviews, targeted owner/operator emails, above property webinars, and account catch-up calls.
- Provide support for Owner events, enterprise initiatives, and special projects
WHY YOU'LL BE A GREAT FIT
You have these minimum qualifications:
- Five (5) years of work experience in hotels/hospitality.
- Three (3) years of managerial or leadership experience working with Hilton Brands.
- Two (2) years of managerial or leadership experience working with Hilton Owners/Above Property Management.
- One (1) year of experience delivering presentations virtually.
- Travel – approximately 20%.
It would be useful if you have:
- Advanced proficiency utilizing Salesforce and other enterprise tools.
- Advanced knowledge of Hilton's processes and internal subject matter experts for areas including financing, construction, and operations.
- Experience organizing and prioritizing projects within a high-volume support model.
- Understanding of the complexities of franchisee/franchisor dynamics and the ability to navigate these relationships.
- This is a remote position with a preference for candidates to be based in the Central or Mountain Time zone.
WHAT IT IS LIKE WORKING FOR HILTON
Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.
Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $85,000 - $120,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.