Associate, GDCM Property Engagement Platform

Job description

From smartphone capabilities like Digital Key to connected smart rooms that allow for integrated entertainment, temperature and lighting controls, Hilton’s Global Technology team is responsible for creating the hospitality experience of the future – for our guests, owners and Team Members. Through innovative technology development and deployment, this team ensures Hilton has the technology needed to support our continued global growth while remaining at the forefront of hospitality technology innovation.    

 

What will I be doing? 

The primary purpose of this role is to execute the implementation process of Property Engagement Platform (PEP) to Hilton hotels globally, delivering the highest standards of service at on-site and remote hotel implementation projects 

After the initial handover from the Manager, the Associate will provide remote and/or onsite training and hotel support, configure the system, build the system database and set up hardware and system interfacing during the deployment of PEP.  Additionally, the Associate will support team members by troubleshooting issues and providing technical advice.

As the Associate, Property Engagement Platform, you will be responsible for performing the following tasks to the highest standards:

·  Liaise with the hotel management team about remote and onsite activities, schedules, and trainings 
·  Perform system issue resolution by collaborating with the support teams (internal and external) to rectify any support tickets
·  Communicate scheduling of shift and task assignments with other Implementation team members 
·  Sign off on projects by providing wrap up and handover documents as per the project plan and task list
·  Maintain your own onboarding and development plans.  Work with the Manager to achieve full exposure to all implementation project types 
·  Assist in special projects, interfacing and ad hoc property support assigned by the Manager
·  Attend all internal department and training calls, and participate in information sharing through approved channels 

 

What are we looking for?

An Associate, Property Engagement Platform serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

·  Effective communication skills both verbally and in writing
·  Excellent interpersonal skills to build trust and confidence to motivate and influence others 
·  Demonstrate the highest standards of ethical behaviour and absolute discretion with sensitive information
·  Ability to take initiative to identify, prioritize and implement actions required to achieve functional goals
·  Proactive 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 work well under pressure and effectively handle multiple and concurrent demands
·  Ability to collaborate with others and act in an objective manner to stay on track to achieve common goals
·  Project management skills including ability to manage details through to completion and ensure deadlines are met
·  Experience in technology implementation processes and standards
·  Good understanding of property management systems and interfaces
·  Experience leading a team of Associates during a technology deployment

To fulfil this role successfully, you should demonstrate the following minimum qualifications:

·  Minimum Education: High School/GED
·  Minimum Years of Experience: Three (3) years of professional work experience in Technology related field
·  Minimum Years of Experience:  Three (3) years of hotel experience using Property, Sales or Revenue Systems daily
·  Management Experience (type): None
·  Minimum Years of Management Experience:  None
·  Any Licenses or Certificates Required: None
·  Additional Requirements (i.e. % of travel time, etc.): Domestic and International Travel 80%

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

·  Minimum Education: Bachelor’s degree; or Associate Degree plus six (6) years of Technology related experience; or High School/GED plus twelve (12) years of Technology related experience
·  Minimum Years of Experience: Five (5) years of professional work experience in Technology related field
·  Minimum Years of Experience: Five (5) years of hotel experience using Property, Sales or Revenue Systems daily
·  Consistent record of executing Hilton’s standard operating procedures
·  Solid understanding of Hilton’s PMS, CRS and interfaces
·  Shown success in a customer-facing environment (i.e. through satisfaction scores)
·  Proven track record of a successful systems installer
·  Knowledge in the following: Adobe Illustrator, Basic SQL, JSON, XML, Adobe Acrobat
·  Experience in troubleshooting local hotel interfaces or systems
·  Bilingual Speaker English and Mandarin or Japanese
·  Additional Requirements (i.e. % of travel time, etc.): Domestic and International Travel 80% 

 

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!