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Senior Director Hotel Support

US - TN - Memphis
Date Posted:
11/28/16 2:30 PM
Company Name:
The Senior Director of Focused Service - Hotel Support will be responsible for developing and implementing the hotel support strategies for the Focused Service Brand Category - the largest Brand Category at Hilton. The Team Member will represent Hampton by Hilton, Tru by Hilton, and Hilton Garden Inn, a total of over of 3,000 properties.

What will I be doing?

The Senior Director of Focused Service - Hotel Support will be responsible for leading a large team of hospitality professionals responsible for delivering a high level of service to our properties while providing reactive and proactive guidance in support of the brand's objectives. The Team Member will be responsible for defining effective processes to manage the demand of support requests coming into the BPS Performance Center and to ensure consistent delivery of the BPS Center's Four Core Engagement Points.

Other key priorities are listed below:

* Responsible for the leadership of the Focused Service Hotel Support team
* Partner with the Senior Director of Performance Support to ensure a smooth launch of Enterprise and Brand initiatives that will involve the coordination of training, communication, and brand standards, and will ensure that these new initiatives become a part of the hotel support team's efforts
* Responsible for recruiting, training, goal setting, encouraging, supporting and developing Team Members
* Must align strategies with the brand's key philosophies, values and culture
* Monitor the Performance Support team's actions and impact on Brand Performance and trends
* Develop and execute hotel support strategies to maximize positive KPI trends and countering negative KPI trends for the Focused Service Brands
* Develop processes and procedures that enable hotel support Team Members and hotel level teams to deliver on each brand's directives that reinforce the brand's value proposition and expected level of service and performance
* Partner with the Senior Director of Owner Support to align the strategies of the teams, in order to drive performance of the Brands, including second touch connects with owners
* Identify and oversee resources and activities for all Focused Service brand category hotel support efforts and partner as appropriate with key stakeholders, internal partners and brand Team Members to achieve objectives
* Execute the directives of the organization's mission, goals and objectives and demonstrate them through ongoing and direct motivation, communication, group dynamics and leadership
* Provide guidance to the Senior Manager of Resources in the assessment of key measurement trends for the Brands and the consistent execution of targeted email strategies
* Manage and prioritize demand for webinars, hotel consultations, proactive and reactive support efforts, and new hotel opening procedures from all sources
* Direct the grouping of and assignment of tasks, while ensuring optimal allocation of resources
* Partner with internal departments, (Training, QA, D&C, Development, HR, and HHonors) to coordinate strategies, direction and support
* Oversee the development of Brand tools to assist hotel level management in achieving established performance goals and culture
* Lead the cross-functional team links between the BPS Performance Center teams and Brand leadership
* Oversee and evaluate all hotel support efforts, processes and tracking to maximize efficiency and effectiveness within the department
* Establish and enforce policies and procedures that will improve the overall operation and effectiveness of the Focused Service Brand Category Hotel Support team
* Review and make appropriate adjustments in activities and expenses throughout the fiscal year to ensure optimal departmental budget
* Analyze departmental financial data as required in order to make strategic and tactical decisions
* Highly developed qualitative and quantitative analytical abilities
* Recruit, hire, lead and develop a team of professionals that supports the Focused Service Brands unit growth, revenue and culture objectives
* Assist the Vice President as appropriate on ad-hoc projects
* Serve on various Hilton Portfolio committees as appropriate
* Assist with Brand Conference training and projects
* Proven ability to effectively lead the BPS team to attain Brand's initiatives
* Adaptable to extensive travel and schedule changes
* Ability to adapt Brand strategy readily to evolving internet sales environment
* Strong motivator with proven people management skills and excellent interpersonal skills
* Excellent consultative skills and high degree of diplomacy
* Initiative to ensure timely and efficient response to owner and manager requests for assistance
* Ability to direct multiple projects simultaneously
* Excellent written and verbal communication skills

Hilton World Wide Inc. is acting as an Employment Agency in relation to this vacancy.

What are we looking for?

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

  • BA/BS Bachelor's Degree
  • A minimum of eight (8) years of hotel and/or brand management experience
  • A minimum of five (5) years of experience as a General Manager or Director of Sales of a Focus Service Brand
  • A minimum of two (2) years of management experience with a staff of 25+ employees
  • A minimum of two (2) years of management experience in a corporate sales, marketing, and operations support role
  • Must have, or be able to obtain, all necessary documents to travel internationally as needed
  • Ability to travel domestically on a regular basis, overnight as needed
  • Candidates must be willing to relocate to Memphis, TN

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • MA/MS Master's Degree
  • A minimum of five (5) years of Director level Hospitality experience
  • Focused Service General Manager Certification
  • OnQ certification
  • Working knowledge of key company system applications: Revenue Management System, Central delivery and reservations systems and strategy
  • Experience in RFP and National Sales utilization, systems and strategy
  • Multiple hotel responsibility experience

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!

Job Categories
Corporate Office / Executive
Hilton Corporate
Entry Level Position