Executive Brand Performance Support EMEA

Position Statement:

The Brand Performance Support serves as the front-line response on questions and guidance on brand standards, commercial and operational topics as well as tools, systems, and brand initiatives for all hotels in EMEA.

Key responsibilities include responding to inquiries from hotel teams, educating them on how to maximize Hilton resources, and conducting virtual consultation calls. The role also involves designing and delivering scalable, impactful training materials, support tools, and webinars focused on performance, enterprise initiatives, and onboarding hotel leaders. Success in this role requires strong collaboration with hotel teams and cross-functional business partners to ensure seamless support and alignment.

Role Responsibilities:

The Executive, Brand Performance Support EMEA will be responsible for delivering flawless service and support to General Managers, hotel leadership teams and internal stakeholders.

Day-to-day responsibilities of this position include:

• Provide front-line support for inquiries from hotel team members, ensuring timely resolution and monitoring satisfaction levels to continuously improve service quality.
• Creating and maintaining impactful and scalable training resources, tools, and programs to drive performance.
• Facilitate live sessions with hotel leadership to offer guidance on key topics such as onboarding and educational resources.
• Manage hotel communications to educate hotel teams, address areas of opportunity, and drive compliance with Brand Standards, collaborating closely with internal stakeholders to deliver targeted messaging.
• Participation in brand/enterprise educational opportunities to improve the knowledge needed to support hotel teams and performance.
• Willingness to take on and manage additional projects as assigned by the leadership team.

Qualifications:

Applicants with operational hotel background or a customer facing performance support driven corporate roles are preferred. The individual must possess the following experience, skills and abilities and be able to perform the essential functions of the job:

• Previous experience in Hilton Corporate or Hotel Operations/Commercial.
• Ability and willingness to learn new tools and systems and show a proactive approach.
• Ability to leverage large sets of data for business analysis and reporting and translate data into knowledge and action.
• 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.
• 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.
• Proficiency in using Salesforce to manage and resolve hotel-related queries efficiently.
• Proficiency in Microsoft Office 365 Suite of Apps (Power Point, Excel, MS Teams, Forms etc).