Manager, Hotel Leader Support

Exceptional Hospitality Starts with You

This role is based at our corporate office in Memphis, TN

This is your chance to be part of an in-house Brand Performance Support team that delivers responsive and effective support to hotel leaders across all Brands in the Americas through close collaboration with many stakeholders across the enterprise.

As a Manager, Hotel Leader Support, you will provide first point-of-contact support for hotel leaders using knowledge of Hilton systems, tools, programs and operations. On the Brand Performance Support team, reporting to the Senior Manager, Hotel Leader Support, you will serve as a trusted subject matter expert, providing guidance, education, and solutions that help hotel leaders successfully navigate challenges and achieve business goals. You will also contribute to projects and objectives designed to support Hilton's broader business strategy.

What you'll do during a typical day:

• Provide front-line support for hotel leader inquiries, managing inbound phone calls and support cases. Use active listening and probing questions to identify underlying needs, guide the use of Hilton resources, share best practices, and partner with hotel leaders to develop targeted hotel action plans.
• Manage multiple priorities simultaneously, including supporting hotel leaders, resolving operational issues, responding to escalations, and delivering responses while maintaining a high level of service.
• Track all support activities in Salesforce, MS Teams, and other various systems to ensure accurate reporting and to support knowledge sharing and continuous learning across the Hotel Leader Support team.
• Conduct strategic 1:1 or group connections that positively impact hotel performance, especially in the areas of hotel quality assurance, overall service, and Hilton Honors.

How you'll collaborate with others:

• Collaborate with brand partners and enterprise teams to provide expert operational guidance and drive issue resolution, serving as a trusted subject matter expert during brand calls, webinars, and other forums.
• Support team success by sharing expertise, mentoring peers, contributing to knowledge management initiatives, and promoting continuous learning across brands, systems, and operational topics.

Deliverables you'll take ownership of:

• Deliver exceptional service through the resolution of inbound hotel leader inquiries, providing expert operational guidance, connecting leaders with Hilton resources, and maintaining ownership of issues through to completion.
• Support hotel leader success through proactive consultations, webcasts, Office Hours, training sessions, and educational content that increases awareness of Hilton resources, strengthens operational knowledge, and drives business performance.

What It Takes to Make the Stay

You have these minimum qualifications:

• Four (4) years of hospitality-related experience
• Two (2) years of hotel property experience with one or more Hilton brands
• Two (2) years of hotel-related managerial experience
• Willing to work on-site at the Memphis office during required business hours
• Travel up to 10%

It would be useful if you have:

• BA/BS Bachelor's Degree
• Spanish language proficiency
• Experience with Salesforce application
• Proficiency in Microsoft Office
• Experience presenting to virtual audiences or using software to create pre-recorded webinars

How We'll Help You Thrive

At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what's next

*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

Hilton offers its eligible team members a comprehensive benefits package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $77,500 – $100,000 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.