Position Statement:
The Brand Performance Support serves as the front-line response on questions and guidance on brand standards, commercial and operational topics as well as tools, systems, and brand initiatives for all hotels in EMEA.
Key responsibilities include responding to inquiries from hotel teams, educating them on how to maximize Hilton resources, and conducting virtual consultation calls. The role also involves designing and delivering scalable, impactful training materials, support tools, and webinars focused on performance, enterprise initiatives, and onboarding hotel leaders. Success in this role requires strong collaboration with hotel teams and cross-functional business partners to ensure seamless support and alignment.
Role Responsibilities:
The Executive, Brand Performance Support EMEA will be responsible for delivering flawless service and support to General Managers, hotel leadership teams and internal stakeholders.
Day-to-day responsibilities of this position include:
- Provide front-line support for inquiries from hotel team members, ensuring timely resolution and monitoring satisfaction levels to continuously improve service quality.
- Creating and maintaining impactful and scalable training resources, tools, and programs to drive performance.
- Facilitate live sessions with hotel leadership to offer guidance on key topics such as onboarding and educational resources.
- Manage hotel communications to educate hotel teams, address areas of opportunity, and drive compliance with Brand Standards, collaborating closely with internal stakeholders to deliver targeted messaging.
- Participation in brand/enterprise educational opportunities to improve the knowledge needed to support hotel teams and performance.
- Willingness to take on and manage additional projects as assigned by the leadership team.
Qualifications:
Applicants with operational hotel background or a customer facing performance support driven corporate roles are preferred. The individual must possess the following experience, skills and abilities and be able to perform the essential functions of the job:
- Previous experience in Hilton Corporate or Hotel Operations/Commercial.
- Ability and willingness to learn new tools and systems and show a proactive approach.
- Ability to leverage large sets of data for business analysis and reporting and translate data into knowledge and action.
- Demonstrate superior customer service skills.
- Understanding the importance of different stakeholders, paired with decision-making skills to determine the best resolution within company guidelines and in the best interest of involved parties.
- Communication skills to relate and adjust to internal and external customer’s audience.
- Multi-task day-to-day job functions while supporting/solving escalations generated from multiple sources by setting priorities and ensure transparent communication with all stakeholders.
- Proficiency in using Salesforce to manage and resolve hotel-related queries efficiently.
- Proficiency in Microsoft Office 365 Suite of Apps (Power Point, Excel, MS Teams, Forms etc).
How We’ll Help You Thrive
At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
- Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
- Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
- Mental health resources – Your wellbeing comes first. Through our Care for All hub, we provide resources to help our Team Members to care for themselves, care for members of their team, and care for their loved ones. Eligible Team Members receive free counseling and support through our best-in-class Employee Assistance Program (EAP)
*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.
