Specialist, MLAs, Brand Support Center (BSC) – APAC

Job description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

Position Statement/Summary

Being part of the APAC BSC team who are supporting our portfolio of branded hotels. The team serves as the front-line contact/response on any question about Brand Standards and Initiatives, as well as Tools and Resources for the commercial, guest experience, or operational use. The current portfolio of APAC portfolio of branded hotels covers 443 trading hotels (non-MLAs), and we are now expanding our support to 523 MLAs.  

The Specialist of MLAs, reports to the Manager of the Brand Support Platform & Enablement and will be responsible for maintaining resources on hotel-facing platforms, monitoring brand health, and driving performance against KPIs with the MLA partners.  

What will I be doing?

 As team members of the APAC BSC team, you will work collaboratively across the Brand Support team to activate support strategies aimed at improving initiative activation, resource and platform adoption, and enhanced delivery of service. A detailed, minimum 1 month, induction and training program will support you to successfully onboard into this position.

  The day-to-day responsibilities of this position include:

·       Understand the objectives of the Brand Support team to ensure brand resources and platforms are developed in the most impactful manner that drives the highest results

·  Analyse complex data sets to drive business insights and strategic decision-making.
·  Develop and manage workflows using Power Automate to streamline operational processes.
·  Create insightful and interactive dashboards and reports
·  Design and administer forms for data collection and surveys
·  Collaborate with cross-functional teams to gather requirements and ensure alignment on deliverables

·       Partner with the MLA management company representatives to ensure the back-end central support components are used and maximized. (ie, Targeted Coaching Emails, The Lobby, SharePoint, SEP, BOOST, etc)

·  Lead meetings and discussions, effectively communicating analysis findings and project updates
·  Oversee and maintenance of job aids, resources, and content to support the team and enterprise-wide initiatives.
·  Proactivity identifies potential resource/training opportunities, working with MLA management company representatives for updates and delivery
·  Assist with training of tools and platforms, ongoing review and auditing of all processes, responsive to business needs & recommending improvements through innovation such as automation.
·  Prepare regular hotel performance reports with a status to support tracking and allocate follow-up action.

What are we looking for?

  We are looking for self-starters, who are passionate about hospitality and love the opportunity to deliver unique and customized support resources and platforms. 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.

·       Demonstrate superior communication and customer service skills to internal and external customer audiences.

·       Detail orientation backed by an ability to prioritize activities efficiently, and the ability to prepare reports to reflect the training needs.

·       Multi-task day-to-day job functions while supporting/solving escalations generated from multiple sources by setting priorities and ensuring transparent communication with all stakeholders.

·       Strong analytical skills to evaluate business information and translate data into knowledge and action.

·       Strives in a fast-paced environment with an optimistic “can do” approach to requests and tasks.

·       Ability to spot inefficiencies and quickly identify solutions to challenges.

·       Project management skill

·       Accountable individuals who take ownership of projects, effectively communicate results, and recommend improvements

·       Time management skills to ensure efficient responses to cross-functional team collaboration requests

·       Capable of diplomatic and poised communication with all stakeholders

·       Capable of handling multiple projects and implementing appropriate tracking systems independently

·       Able to work occasional overtime when faced with critical deadlines

·       Ability and willingness to learn new tools and systems

·       Ability to support translation works as needed

·       Understanding of local enterprise culture and ways of working is preferred

·       Be a team player

Qualifications

·       Bachelor’s degree in Business, Data Analytics, Computer Science, or a related field.

·       3+ years of hotel and/or hospitality management experience, preferably within the Chinese market, domestic brand experience

·       Working experience in data analysis or a related role

·       Strong working knowledge of Microsoft Suite of tools, excelling in Excel and PowerPoint applications.

·       Proficiency with Microsoft Forms, Power Automate, or Power BI.

·       Strong problem-solving skills with a data-driven mindset.

·       English and Chinese (fluent written and spoken) are mandatory.

·       Excellent verbal and written communication skills, capable of leading conversations and presenting ideas clearly.

·       Ability to work collaboratively in a fast-paced environment and handle multiple projects concurrently.

·       Familiarity with SQL, Excel, and other data analysis tools is a plus.

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!