Being part of the APAC BSC (Brand Support Center) team who aresupporting our portfolio of branded hotels. The team serves as the front-linecontact/response on any question about Brand Standards and Initiatives, as wellas Tools and Resources for the commercial, guest experience, or operationaluse. The current portfolio of APAC portfolio of branded hotels covers 443 trading hotels (non-MLAs), and we are nowexpanding our support to 523 MLAs.
The Specialist of MLAs, reports to the Manager of theBrand Support Platform & Enablement and will be responsible for maintainingresources on hotel-facing platforms, monitoring brand health, and drivingperformance against KPIs with the MLA partners.
What will I be doing?
As team members of the APAC BSC team, you will work collaborativelyacross the Brand Support team to activate support strategies aimed at improvinginitiative activation, resource and platform adoption, and enhanced delivery ofservice. A detailed, minimum 1 month, induction and training program will supportyou to successfully onboard into this position.
The day-to-dayresponsibilities of this position include:
· Understand the objectives of the Brand Support team to ensure brandresources and platforms are developed in the most impactful manner that drivesthe 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 andmaximized. (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 forself-starters, who are passionate about hospitality and love the opportunity todeliver unique and customized support resources and platforms. The individualmust possess the following knowledge, skills, and abilities and be able toperform the essential functions of the job, with or without reasonableaccommodation.
· Demonstrate superior communication and customerservice skills to internal and external customer audiences.
· Detail orientation backed by an ability toprioritize activities efficiently, and the ability to prepare reports toreflect the training needs.
· Multi-task day-to-day job functions whilesupporting/solving escalations generated from multiple sources by settingpriorities and ensuring transparent communication with all stakeholders.
· Strong analytical skills to evaluate businessinformation and translate data into knowledge and action.
· Strives in a fast-paced environment with anoptimistic “can do” approach to requests and tasks.
· Ability to spot inefficiencies and quickly identifysolutions to challenges.
· Project management skill
· Accountable individuals who take ownership ofprojects, effectively communicate results, and recommend improvements
· Time management skills to ensure efficientresponses to cross-functional team collaboration requests
· Capable of diplomatic and poised communication withall stakeholders
· Capable of handling multiple projects andimplementing appropriate tracking systems independently
· Able to work occasional overtime when faced withcritical deadlines
· Ability and willingness to learn new tools andsystems
· Ability to support translation works as needed
· Understanding of local enterprise culture and waysof 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 managementexperience, preferably within the Chinese market, domestic brand experience
· Working experience in data analysis or a relatedrole
· Strong working knowledge of Microsoft Suite oftools, excelling in Excel and PowerPoint applications.
· Proficiency with Microsoft Forms, PowerAutomate, or Power BI.
· Strong problem-solving skills with a data-drivenmindset.
· English and Chinese (fluent written and spoken) aremandatory.
· Excellent verbal and written communication skills,capable of leading conversations and presenting ideas clearly.
· Ability to work collaboratively in a fast-pacedenvironment and handle multiple projects concurrently.
· Familiarity with SQL, Excel, and other dataanalysis tools is a plus.
