Manager, Brand Support Openings & Transitions Greater China & Mongolia

Job description

What will I be doing? 

The Manager, Brand Support Openings & Transitions is primarily responsible for the efficient and effective on- boarding and maintenance of China MLA All Suite and Focused Service Hotels, in Hilton systems and all other relevant distribution channels; to ensure hotels are visible and bookable with the goal of optimizing revenue generation from pre-sale throughout the life of the asset.

This role will be the primary contact for key MLA stakeholders leading communications and relationship management related to the MLA opening process, identifying, and driving opportunities for a relevant and efficient opening model in conjunction with Brand Management Teams. 

Fundamental to the Brand Opening support across APAC this position will also develop, evolve and manage related report & resource governance for the APAC Brand Opening organization; to achieve marketable best-in- class, baseline enterprise opening support model aligned with APAC brand growth and key strategic priorities.

This position works directly with above property and hotel level stakeholders to collect, verify, enter, and submit content in dual language (English and Chinese); will execute standardized quality reviews to ensure accuracy; and will complete and distribute status reporting to track key milestones and established SLA metrics (accuracy, time, etc.).

This position will also collaborate with various enterprise teams (commercial services, distribution services, and content management) with a focus on timely execution of workflow to meet targeted opening dates and resolve open issues. This position will understand the cross-section of opening scenarios beyond MLA openings, to provide Opening team support as team-specialist for system, resource, and report management.

This Manager will have the ability to lead & facilitate workgroups and discussions around harnessing technology to automate, supplement efficiency.

Periodically providing additional project support for wider APAC Opening pipeline initiatives and Brand growth.

Related to MLA opening management:

Lead point of contact for China Hampton and Home2 Management partners for opening related topics, developing & delivery presentations as necessary.

Responsible for collecting, verifying, entering and submitting content from above property and hotel level team members for action in Hilton systems.

Responsbile for coordinating and quality reviewing builds, mapping, and other required processes of all involved third party entities (Plateno, DerbySoft, ZP, etc.).

Ensure dual language hotel websites are created (English and Chinese), content is loaded and optimized, and quality review all channels (Hilton app and WeChat mini program).

Responsbile for completing and distributing status reporting which tracks key milestones by hotel and progress with SLA metrics.

Responsible for providing ongoing customer support for all onboarding and maintenance related commercial/distribution requests, assists with escalatations and other topics as necessary.

Related to APAC enterprise Brand Opening support:

Manage, monitor and develop reports to assist with reviewing and auditing all processes

Draw inferences from performance metrics of openings and recommend improvements through innovation such as automation.

Collaborate with key stakeholders to realize opportunities.

Assist with reviewing, updating, and developing resources to support the onboarding and maintenance of pre-opening hotels in Hilton systems and all other relevant distribution channels.

Daily activities include but not limited to: monitoring work flows, managing and organizing timelines, crafting communications, preparing shipping and receiving, managing reporting and conducting hotel and regional conference calls.

Work with members of the Brand Support teams and other internal departments to coordinate additional support where needed.

Transfer current opening efficiencies to the Global Openings tool and implement process enhancement towards improving the tool adoption and efficiency

Please list specific qualifications/experience, knowledge, skills and abilities needed for this position.

Responsiveness and prompt follow up to phone calls and email to ensure we meet the needs of the customer in a timely manner.

Ability to execute strategic direction for the brand and influence others in support of that strategy.

Ability to provide creative and innovative solutions for commercial and opportunities in a diverse business environment while maintaining brand standards

Ability to develop presentations with targeted audiences. Comfortable in delivering presentations to groups.

Strong working knowledge of Microsoft Suite of tools & working knowledge of BI, report applications

Ability to listen, draw inferences; communicate goals and expectations.

The success in this role will demonstrate itself through the following attributes and skills:

Proactive approach to identifying and problem solving

Effective communication skills, with the ability to clearly and concisely express ideas both verbally and in written form.

Excellent interpersonal skills that build trust and instill confidence in order to motivate and influence others.

Highly organized & structured approach to prioritize activities efficiently

Time management – effective productivity & to meet deadlines in fast-paced environment.

What are we looking for?

·       Minimum Education: College degree or any combination of education and work experience will be preferred

·       Minimum Years of Experience: Minimum 3 years of hotel industry (or similar) experience, demonstrated handling multiple projects at one time

·       Fluent in written and verbal Mandarin business Chinese

·       Management Experience (type): project or opening hotel management

·       Minimum 2 years of hotel industry (or similar) experience, in a commercial hotel position management or supervisory level

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 travellers 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!