工作职责：
Position Statement
The Senior Manager, Brand Performance Support fosters the delivery of Guest Experience and Hotel Performance across franchised and managed properties by driving the activation and adoption of Hilton Brand initiatives, systems, tools, and operational frameworks. Reporting directly to the Senior Director BPS APAC, and working integrally and closely alongside the Brand Support Center,
this role bridges strategy and on property execution by helping hotels navigate Hilton resources, improving performance diagnostics, and supporting critical BPS activities to strengthen Guest Experience, Commercial and Operational results across the portfolio while preserving Hilton Brand Equity.
Position Summary
What will I be doing?
The Senior Manager partners with the Senior Director and Directors of Brand Performance Support to deliver coordinated field support across the region. This role collaborates with cross functional stakeholders—including Commercial, Loyalty, Learning & Development, Hotel Openings, Strategic Brand Management, Development, and Design & Construction—to help hotels implement brand and enterprise priorities to leverage opportunities and support hotel performance. The position provides practical, hands on support through training, diagnostics, communications, and on property engagement, allowing BPS Directors to focus on owner relationships and strategic portfolio needs.
Additional scope of this role includes but is not limited to, responsibility for performing the following tasks to the highest standards:
• Activate and support adoption of Hilton systems, tools, and Brand/Hilton Engine resources, translating enterprise strategy into clear resource guidance and practical job aids for hotel teams.
• Conduct hotel and portfolio performance diagnostics, identify root causes, and support development of tailored action plans that improve commercial, operational, and brand outcomes.
• Support opening and ramp up readiness for new and converting hotels by partnering with Hotel Openings, Commercial, and cross functional teams.
• Maintain visibility on portfolio performance trends, escalating risks and opportunities to BPS Directors and the Senior Director and recommending targeted interventions as needed.
• Collaborate closely with Directors of Brand Performance Support and cross functional stakeholders including Commercial, Loyalty, L&D, Hotel Openings, Strategic Brand Management, Development, and Design & Construction to ensure coordinated support for hotels.
• Design, localize, and facilitate field－facing training, virtual sessions, workshops, and tool walkthroughs that strengthen hotel capability and improve adoption of Hilton frameworks and systems.
• Support delivery of key Brand Performance programs and events such as GMBT, Brand Connects, regional workshops, QA follow－up sessions, and SIP/CIP/HIP action planning.
• Develop and deliver targeted communications that help owners and hotel teams understand Hilton expectations, priorities, and available resources, ensuring consistent messaging across markets.
• Maintain and enhance owner－facing platforms and digital resources, ensuring accuracy, usability, and data integrity so hotels and owners can self－solve effectively.
• Enable two－way communication and feedback loops with hotel teams and owners, capturing insights, monitoring sentiment, and sharing best practices for broader adoption.
• Support BPS Directors in owner engagement activities, including portfolio reviews, operational follow－through, waiver management, QA improvements, and participation in select owner－facing meetings or workshops.
• Provide support to franchise hotels, ensuring consistent execution of brand standards, follow－up on improvement plans, and support on performance or operational expectations.
• Partner with managed hotel leaders to strengthen alignment with brand expectations, support system adoption, and contribute to performance or operational improvement initiatives.
• Serve as an operational and strategic resource during key moments such as transitions, performance challenges, tool, Brand program and initiative
rollouts, and training needs.
• Use dashboards and data insights to prioritize interventions, measure adoption and outcome trends, and provide clear summaries to BPS leadership and cross－functional partners.
任职资格：
The Senior Manager BPS, GCM is always working on behalf of our Owners, Team Members, and Guests. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Strong understanding of Hilton or similar systems, platforms, and data tools, with ability to interpret performance dashboards and translate insights into actions.
• Clear and effective communicator with strong written and verbal skills （English & Mandarin）, able to simplify complex concepts for hotel leadership and owner audiences.
• Skilled at supporting owner related activities through preparation, follow up, and insights that complement Director level engagement.
• Proven ability to train, coach, and support hotel teams in adopting Hilton Engine tools and operational frameworks.
• Solid operational knowledge of Managed and Franchised hotel environments, including brand standards, QA processes, and commercial levers.
• Ability to support hotel teams with operational alignment, system adoption, and brand execution.
• Approach hotel problem solving from the hotels perspective first, and be adaptive and resourceful to prioritise hotel needs ahead of corporate capacity and restrictions.
• Highly collaborative, with strong relationship building skills and ability to work across multiple stakeholder groups （Commercial, Loyalty, L&D, Hotel Openings, Brand, Development, AD&C, Finance, Legal, Safety and Security）.
• Strong analytical and diagnostic skills with the ability to identify performance gaps and recommend practical solutions.
• Able to work independently, prioritize effectively, handle sensitive information professionally, and adapt to diverse hotel environments.
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook, AI literacy, BI competency, with strong ability to develop clear, engaging presentations and job aids.
• Minimum Years of Related Experience:
o 10 years of hotel operational or commercial leadership experience
o Hospitality Experience: 10＋ years
o Focused Service & Full Service Experience: 5＋ years
• Ability to travel domestically and internationally as required; up to 50%
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from legendary luxury 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！
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