The Hilton luxury portfolio of hotels is comprised
of three industry-leading, world-class brands. Waldorf Astoria Hotels
& Resorts is a portfolio of more than 30 iconic properties that creates a
unique sense of place with a relentless commitment to elegant service, one-of-a-kind experiences
and culinary expertise. Inspired by their timeless environments and sincerely
elegant service, Waldorf Astoria hotels deliver an effortless
experience seamlessly, creating a true sense of place for guests through stunning
architecture, Peacock Alley, refined art collections, Michelin-starred dining
concepts and elevated in-room amenities. LXR Hotels & Resorts is a
hand-picked collection of independent and spirited luxury properties
celebrating the timeless pursuit of personal adventure. LXR connects legendary
properties into an exclusive network of hotels that are set apart by individual
design, an unrivaled commitment to personalized service and elegant, yet
locally immersive, experiences for guests. Each property features its own
enchanting pedigree, story and character that is steeped in the originality of
its locale and provides a luxurious base of exploration. With over 40
properties, Conrad Hotels &
Resorts has created a seamless connection between bold design,
impactful experiences and curated contemporary art to inspire the conscientious
traveler. Conrad is a place where guests are empowered to explore through
intuitive service and experiences that authentically connect them with local
culture.
Position
Statement
The
Senior Manager, Brand Personality – Luxury Brands, APAC reports to the Senior Director
Brand Personality – Luxury with a dotted line into the Luxury Leader for APAC.
The role will serve as the champion and driver for all special projects
and brand-specific initiatives that aim to drive brand affinity for Team Members
and ultimately the guest.
The
incumbent will be responsible for activation and implementation of strategic
initiatives that are linked to the positioning, pillars and personality of Hilton
Luxury Brands collectively alongside the Waldorf Astoria, LXR and Conrad brands,
to deliver an elevated and differentiated experience. The position will also
monitor the Hilton enterprise tools to access the level of service quality and
brand service that is being delivered to guests and deliver custom and luxury
brand specific training programs to achieve desired business results. They will ensure
delivery of both custom and corporate luxury training programs whilst measuring
the effectiveness of training to ensure a return on investment.
Position
Summary
What will
I be doing?
The Senior Manager, Luxury Brand Personality,
APAC will partner with the Luxury leadership team to implement strategic
initiatives to realize our short, medium, and long-term performance objectives that aim to drive service excellence and Team Member brand affinity.
.
The incumbent will lead the day-to-day execution of
prioritized initiatives in China and as needed across APAC and will support the
team by delivering custom and luxury brand-specific training programs to ensure successful execution for Luxury initiatives. The successful
candidate will be comfortable navigating unstructured challenges and creating a
thoughtful, inspired approach to building on our reputation.
This role will support and work closely with the APAC
Luxury team to achieve the vision for the Luxury brands in the region,
inclusive of developing and executing the distinct brand personality training
and larger strategic roadmap and vision for the elevated and differentiated
brand positioning of the Luxury brands.
Scope
of this role includes but is not limited to:
Lead Brand personality
initiatives and programs on-property which require the incumbent to lead
cross-functional teams across Operations, Commercial and other
stakeholders based on focus outlined.
Monitor the execution of
strategies for brand personality and luxury brand service excellence,
including providing a periodic state of deployment and delivery updates to
VP of Luxury Brands for APAC.
·
Ensure hotels are consistently delivering brand personality training
and programs, through regular reporting and deliberate follow up. Align closely
with Area Leaders to keep them updated on new brand personality initiatives.
Support the Brand and
Commercial teams to create strategic outcomes on-property to reinforce the
hotel and brands’ value proposition and expected levels of service in
conjunction with property’s leadership and training team, including for pre-opening
hotels.
·
Ensure that each luxury property has a minimum of two
certified luxury brand trainers and delivers certification for luxury brands.
Executes quarterly train the trainer programs for new initiatives. Maintain a
training database to track brand culture training delivery in luxury hotels.
Be the liaison and as subject
matter expert for Operations and luxury hotels, as it relates to
resources, presentations, and other related tools to support properties to
drive brand personality and service excellence.
· Partner with APAC Luxury
Leader and Area Operations on luxury brand trainings, such as Luxury Leader
Program, including working through nominations, participation of selected
leaders and monitoring overall program for China.
· Support implementation of new
concepts and practices into the brands and on-property through carefully
thought-out pilots and launch plans.
· Ensure hotel-level training
is reinforced and supported by brand standards, including strategic
partnerships with service-focused tools.
· Track key business indicators
(Stay Experience platform, Brand Audits) to determine the effectiveness of
brand training and recalibrate as necessary, including providing input,
insights and recommendations on training enhancements to corporate training and
development team.
· Ensure that all Brand
personality training is culturally adapted to the needs of the region.
· Create and support brand
conference and event planning, content generation, and execution as needed, as
well as representing the Luxury category as needed at forums, conferences, and
industry trade events.
· Be a thought partner and
potential talent who could step into a future brand role.
What are
we looking for?
The Senior
Manager, Luxury Brand Personality, APAC is always working on behalf of our guests
and Team Members. To successfully fill this role, you should maintain the
attitude, behaviours, skills, and values that follow:
Experience presenting to management and
internal partners
Strong leadership and influencing skills
– must be able to professionally lead and manage internal and external
relationships successfully
Six Sigma certification is highly
desired
Collaborative team player, politically
savvy, and great at building relationships across all levels of the
business
High level of proficiency working with
Microsoft Word, Outlook, PowerPoint, and Excel, proficient skills with
PowerPoint and Excel including presentation creation and delivery
Excellent communication skills including
the ability to identify message points for presentation and ability to
proactively identify appropriate opportunities to share those messages
with all constituent groups
Fluent in English and Mandarin
Minimum Education: Associate’s
Degree/College Diploma/Cepeg
Minimum Years of Related Professional Experience:
5 years
Minimum Years of Hospitality
Experience: 5 years
Minimum Years of Luxury Experience: 3
years
Minimum Years of Management or Supervisory
Experience: 2 years
Additional Requirements (i.e. 50% to
60% of travel time, etc.): Ability to travel domestically and
internationally as required, approximately 50% - 60% travel time
It will
be advantageous in this position if you demonstrate the following capabilities
and advantages:
Experience developing new strategies,
building business cases, gaining internal/external support in a
cross-functional environment, and driving implementation, with a track
record of solid decision making
Experience conducting market and/or
competitive analysis to determine strategic opportunities such as SWOT,
Porter’s Five Forces, etc.
Education: BA/BS/Bachelor’s Degree
Luxury Experience: 5+ years
Minimum Years of Hospitality Experience:
7+ years related experience
Management Experience: 4+ years manager-level
experience
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!