Account Manager - Intermediary Agents

Job description

About Hilton

Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 7000+ properties with more than 1,1 million rooms in 122 countries and territories. In the more than 100 years since our founding, we have defined the hospitality industry and established a portfolio of 22 world-class brands including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 173 million members in our award–winning customer loyalty program, Hilton Honors. Diversity, Equity and Inclusion are at the core of Hilton's Vision, Mission and Values. Our strategy is to leverage and promote Diversity, Equity and Inclusion through a framework of Culture, Talent and Marketplace initiatives to foster innovation and create a globally competitive business advantage.

Position Statement: 

The Account Manager will proactively manage and grow high value and large potential share of wallet accounts for Hilton on the agency (third party) segment in the MICE field for all Hilton Hotels globally with accounts based in Germany, Switzerland and Austria. The Account Manager will be accountable for the performance of selected accounts on a global basis. The role will create and communicate the account strategies in order to drive increased market share and demonstrate value to both internal and external customers. The Account Manager will be responsible to create and follow travel trends in the DACH region for a global approach and enhance the Hilton degree of brand awareness.

  Planning Activities

•                     Develops strategies and directions for accounts in remit.

•                     Identifies and evaluates business opportunities for the company and directs accordingly.

•                     Executes strategic account development plans and supports communications of key messages internally and externally.

•                     Develops plans to implement long term goals for the business that are the basis for short term goals and annual    operational planning.

•                     Develops appropriate objectives and directs their achievement. 

•                     Establishes relevant procedures and processes.

•                     Accountable for the delivery of the strategy and activities of the sales function.

•                     Total account management focus where applicable. 

Organizing Activities 

•                     Identifies resources, oversees activities and confers with key stakeholders to ensure objectives of the team (where applicable) and sales function are accomplished.

•                     Implements plans to ensure overall strategic direction of the account base and supports the company’s revenue strategies.

•                     Develops account plans that specify objectives and sales activities to support the defined account strategy and ensure maximum opportunity for account penetration.

•                     Establishes and develops long term effective working relationships with key customers to drive business.

•                     Manages the RFP process ensuring the correct procedures are in place to support the client and drive business into Hilton for corporate transient clients. 

•                     Ensures relevant updates are sent both to internal and external stakeholders.

•                     Monitors and reviews the impact of marketing initiatives on the account strategy.

•                     Networking with sub account handlers and global leads where relevant.

•                     Strengthening relationships with key hotels and aligning strategies where relevant.

•                     Accountable for communicating the strategy, ADP, and activities on a regular basis, along with relevant issues, opportunities and successes.

•                     Manages cross-functional links to other teams, departments and functions.

•                     Regular meetings to take place to account base throughout the sales territory.

•                     Attends relevant industry conferences and events.

Directing Activities 

•                     Directs development and administration of team activities.

•                     Establishes own work priorities to achieve management objectives for clients managed by the job holder.

•                     Executes organizational policies and promotes achievement of objectives through motivation, communication, and leadership.

•                     The role does not include team member responsibilities.

Controlling Activities 

•                     Directs and implements proper controls and systems.

•                     Assesses actual performance to ensure success and takes corrective actions.

•                     Establishes and enforces policies and procedures to improve overall operations.

•                     Works within approved budgets and adjusts activities and expenses to ensure optimal financial results.

•                     Develops and maintains Hilton Best Practice to ensure accurate and up-to-date customer account information is kept.

•                     To ensure information relating to customer requirements, interests and marketing activities is kept up to date using relevant Hilton procedures.

•                     To provide accurate management reports to review account performance and communicate future plans.

•                     Reviews customer base to determine new opportunities for account penetration.

Supportive Functions  

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company. 

•                     To communicate regularly with hotels to ensure productive and effective meetings are established and customer information cross referenced and to ensure relevant hotels are aware of the ‘Customer value’ when dealing with a tender coming from a specific customer.

•                     Attendance at sales workshops.

•                     Support sales weeks and blitzes.

•                     Support joint calls for colleagues visiting.

•                     Organise fam trips and support the hotels with client attendance.

•                     Host virtual calls for the key hotels to support with conversion.

Additional task may be required.

 

Specific Job Knowledge, Skill and Ability  

The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation. 

•                     Excellent communication skills:  presentations, written and public speaking

•                     Good understanding of sales process, tools, measurements and systems

•                     Good knowledge of market segments and pricing strategies

•                     Understanding of competition and marketing strategies

•                     Strong in account management

•                     Strong persuading and influencing skills

•                     Ability to direct collaboration among cross-functional teams including external resources 

•                     Ability to analyse departmental financial data in order to make strategic and tactical decisions

•                     Leads by example to resolve conflicts, introduce change and ensure collaboration among others 

•                     Demonstrates the highest standards of ethical behaviour and absolute discretion with sensitive information

•                     Ability to take initiative to identify, prioritise and implement actions required to achieve functional goals

•                     Strong problem-solving skills including ability to address any issue in collaboration with others, identify and prevent potential problems and develop problem solving skills in others 

•                     Ability to provide development and mentoring to others   

•                     Budget development and management skills

•                     Ability to work independently and manage the work of others

•                     Ability to deliver performance feedback to subordinates to improve overall performance

•                     Ability to adjust plans and priorities as situations change

•                     Prioritises, organises and uses a systematic approach to get things done

•                     Ability to think and articulate a vision for business sales and capable of translating this into practical and tangible actions

•                     Self-reliant, working with minimal control and direction

•                     Takes calculated risks to achieve results in consultation with immediate supervisor and other relevant team members

•                     Contributes and is effective when team working with peers

•                     Has good relationship management skills and presents the appropriate professional image to customers and external contacts

•                     Can handle more than one task/situation at a time

Required Qualifications

•                     University degree or experience in lieu thereof

•                     Significant work experience (2-3 years) in customer facing, revenue generating roles

•                     Experience working in multi-cultural or international settings

•                     Fluency in German and English (in speaking and writing)

•                     Proficient in Microsoft office applications

Preferred Qualifications

•                     Advanced degree preferred

•                     Established relationships with existing HWS key customers 

•                     MICE background

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!