Manager, Hotel Leader Support

Exceptional Hospitality Starts with You
This role is based at our corporate office in Memphis, TN
This is your chance to be part of an in-house Brand Performance Support team that delivers responsive and effective support to hotel leaders across all Brands in the Americas through close collaboration with many stakeholders across the enterprise.
As a Manager, Hotel Leader Support, you will provide first point-of-contact support for hotel leaders using knowledge of Hilton systems, tools, programs and operations. On the Brand Performance Support team, reporting to the Senior Manager, Hotel Leader Support, you will serve as a trusted subject matter expert, providing guidance, education, and solutions that help hotel leaders successfully navigate challenges and achieve business goals. You will also contribute to projects and objectives designed to support Hilton's broader business strategy.
What you'll do during a typical day:
Provide front-line support for hotel leader inquiries, managing inbound phone calls and support cases. Use active listening and probing questions to identify underlying needs, guide the use of Hilton resources, share best practices, and partner with hotel leaders to develop targeted hotel action plans.
Manage multiple priorities simultaneously, including supporting hotel leaders, resolving operational issues, responding to escalations, and delivering responses while maintaining a high level of service.
Track all support activities in Salesforce, MS Teams, and other various systems to ensure accurate reporting and to support knowledge sharing and continuous learning across the Hotel Leader Support team.
Conduct strategic 1:1 or group connections that positively impact hotel performance, especially in the areas of hotel quality assurance, overall service, and Hilton Honors.
How you'll collaborate with others:
Collaborate with brand partners and enterprise teams to provide expert operational guidance and drive issue resolution, serving as a trusted subject matter expert during brand calls, webinars, and other forums.
Support team success by sharing expertise, mentoring peers, contributing to knowledge management initiatives, and promoting continuous learning across brands, systems, and operational topics.
Deliverables you'll take ownership of:
Deliver exceptional service through the resolution of inbound hotel leader inquiries, providing expert operational guidance, connecting leaders with Hilton resources, and maintaining ownership of issues through to completion.
Support hotel leader success through proactive consultations, webcasts, Office Hours, training sessions, and educational content that increases awareness of Hilton resources, strengthens operational knowledge, and drives business performance.
What It Takes to Make the Stay
You have these minimum qualifications:
Four (4) years of hospitality-related experience
Two (2) years of hotel property experience with one or more Hilton brands
Two (2) years of hotel-related managerial experience
Willing to work on-site at the Memphis office during required business hours
Travel up to 10%
It would be useful if you have:

Work arrangement
No