【职位描述】
The Account Director will manage and grow high value and large potential Share of Wallet accounts for Hilton Worldwide. The role will look after these accounts on a local, (national), international & global basis where relevant. They will be required to manage one key or multiple segments, either corporate, MICE, and/or Chinese Local Accounts, etc. They will be accountable for the performance of selected accounts on a local, national and global basis, as well as team management responsibilities. They will create, execute and communicate the account strategies and plans in order to drive increased market share and demonstrate value to both internal and external customers.
The Account Director is accountable for the performance of their key and strategic accounts. To do this, they need to proactively manage the relationships with customers as well as internal stakeholders such as Director of Business Development’s and Director of Sales, General Managers, Senior Stakeholders of hotels, and global account directors etc. They need to create and communicate the account strategies in order to drive increased and unfair share and is responsible for the implementation and execution of various projects that will drive this unfair share. The role holder is owner agnostic. The Account Director is also responsible for team management responsibilities.
Planning Activities 20%
Develops strategies and directions for accounts in remit.
Identifies and evaluates business opportunities for the company and directs accordingly.
Executes strategic account development plans and supports communications of key messages internally and externally.
Develops plans to implement long term goals for the business that are the basis for short term goals and annual operational planning.
Develops appropriate objectives and directs their achievement.
Establishes relevant procedures and processes.
Accountable for the delivery of the strategy and activities of the sales function.
Total account management focus where applicable.
Quickly determine the segments within the accounts that provide the greater opportunities.
Organizing Activities 50%
Identifies resources, oversees activities and confers with key stakeholders to ensure objectives of the team and sales function are accomplished.
Implements plans to ensure overall strategic direction of the account base and supports the company’s revenue strategies.
Develops account plans that specify objectives and sales activities to support the defined account strategy and ensure maximum opportunity for account penetration.
Establishes and develops long term effective working relationships with key customers to drive business.
Depending on the segment,
o manages the RFP process ensuring the correct procedures are in place to support the client and drive business into Hilton, for corporate transient clients as well as airlines
o handles the strategic relationship with MICE / CMTG clients and handles group requests, at times supported by a coordinator or venue finder (may be specializing on a specific segment like Sports or Pharma)
o handles the strategic relationship with leisure operators (e.g. including rate negotiations, intermediary agreements, sales promotions)
Ensures relevant updates are sent both to internal and external stakeholders.
Monitors and reviews the impact of marketing initiatives on the account strategy.
Networking with sub account handlers and global leads where relevant.
Strengthening relationships with key hotels and aligning strategies where relevant.
Accountable for communicating the strategy, ADP, and activities on a regular basis, along with relevant issues, opportunities and successes.
Holds quarterly business review meetings with each managed accounts to evaluate business performance, identify opportunities and address any related issues/concerns.
Manages cross-functional links to other teams, departments and functions.
Regular meetings to take place to account base throughout the sales territory.
Attends relevant industry conferences and events.
Directing Activities 10%
Directs development and administration of team activities.
Provides direction to team members and establishes work priorities to achieve management objectives for those accounts managed by incumbents.
Executes organisational directives and encourages achievement of goals through motivation, communication and leadership.
People Activities 15%
· Ensures monthly 1:1’s are conducted with coordinator as appropriate to accomplish goals.
· Ensuring the movement of sales people around the team and between hotels/functions/regions.
· Driving team performance through clearly focusing effort through objectives and targets.
· Ensuring that performance is reviewed on a regular basis, recognizing and celebrating success and refocusing efforts where targets are missed.
· Addressing performance issues in a supportive, timely and decisive manner.
· Ensuring that all people in the team are trained and equipped to excel in their roles.
· Ensuring that all sales people have clear and appropriate targets for revenue generated, appointments conducted and accounts retained and acquired.
· Providing sales advice, guidance and direction to the team, communicating regularly and monitoring performance in a thorough and timely manner.
· Ensuring the team presents a cohesive, structure approach to their work and maximizes profit potential, whilst effectively applying Hilton processes and systems.
Controlling Activities (where applicable) 5%
Directs and implements proper controls and systems.
Assesses actual performance to ensure success and takes corrective actions.
Establishes and enforces policies and procedures to improve overall operations.
Works within approved budgets and adjusts activites and expenses to ensure optimal financial results.
Develops and maintains Hilton Best Practice to ensure accurate and up-to-date customer account information is kept.
To ensure information relating to customer requirements, interests and marketing activities is kept up to date through the use of relevant Hilton procedures.
To provide accurate management reports to review account performance and communicate future plans.
Reviews customer base to determine new opportunities for account penetration.
Supportive Functions
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
· To communicate regularly with hotels to ensure productive and effective meetings are established and customer information cross referenced and to ensure relevant hotels are well aware of the ‘Customer value’ when dealing with a tender coming from a specific customer.
· Attendance at sales workshops.
· Support sales weeks and blitzes.
· Support joint calls for colleagues visiting.
· Organise FAM trips and support the hotels with client attendance.
· Host Webex calls for the key hotels to support with conversion.
· Additional task may be required
【任职要求】
What are we looking for?
Specific Job Knowledge, Skill and Ability
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.
Excellent communication skills: presentations, written and public speaking
Good understanding of sales process, tools, measurements and systems
Good knowledge of market segments and pricing strategies
Understanding of competition and marketing strategies
Strong in account management
Strong persuading and influencing skills
Ability to direct collaboration among cross-functional teams including external resources
Ability to analyse departmental financial data in order to make strategic and tactical decisions
Leads by example to resolve conflicts, introduce change and ensure collaboration among others
Demonstrates the highest standards of ethical behaviour and absolute discretion with sensitive information
Ability to take initiative to identify, prioritise and implement actions required to achieve functional goals
Strong 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 provide development and mentoring to others
Budget development and management skills
Ability to work independently and manage the work of others
Ability to deliver performance feedback to subordinates to improve overall performance
Ability to adjust plans and priorities as situations change
Prioritizes, organizes and uses a systematic approach to get things done
Ability to think and articulate a vision for business sales and capable of translating this into practical and tangible actions
Self-reliant, working with minimal control and direction
Takes calculated risks to achieve results in consultation with immediate supervisor and other relevant team members
Contributes and is effective when team working with peers
Has good relationship management skills and presents the appropriate professional image to customers and external contacts
Can handle more than one task/situation at a time
REQUIRED QUALIFICATIONS
University degree or experience in lieu thereof
Significant work experience in customer facing, revenue generating roles including management experience
Experience working in multi-cultural or international settings
Fluency in English
Proficient in Microsoft office applications
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!
