Introduction

Hilton Reservations and Customer Care (HRCC) is on a path to revolutionise human hospitality in a digital world; the same way we defined hospitality from its early beginnings. We strive to deliver personalized solutions that inspire a passion for travel, and our goal is to make a lasting impression with every Hilton guest interaction. 

As the Director of Operations, EMEA, you will pave the way we deliver world-class customer experience by developing the strategy, vision, and direction of our front-line team members. You will be a leader in your organization who innovates fearlessly to create an ownership culture where every team member is responsible for a balanced performance focused on customers, quality, and financial results. You will be responsible for developing and executing the Reservation Sales and Customer Care strategy across EMEA. You will directly oversee the operations of HRCC Reservation Sales and Customer Care International office in Glasgow, and in collaboration with the HRCC vendor management team support the operations of the vendor partner locations in Sofia and Alexandria. You will work closely with internal partners to identify and implement services in channels that support the growth and development of our hotels and Hilton Honors members in EMEA.

A Day-In-The-Life  

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique:
 

Strategic Planning and Execution 
•    Develop and execute plans and strategies, including EMEA channel and customer experience strategy, in close collaboration with business teams including executive management
•    Facilitate processes and systems of program management, the development and sustainment of a processes/systems integration strategy and plan, and project leadership on major processes efforts including the development of project scope and expectations, and the coordination of resources from multiple internal and external sources
•    Monitor return on invested capital and time resources; reviews and make appropriate adjustments in activities and expenses throughout the fiscal year to ensure optimal financial results
•    Translate organizational goals and objectives into performance standards for division, departments and individual positions, establish and maintain guidelines that will improve the overall operation and effectiveness of HRCC
•    Gather and evaluate research and data from various sources, generating actionable insights, developing reports and creating presentations that enable senior level executives to understand, quantify and respond to trends, issues and opportunities impacting customer experience

Coaching and Development
•    Align the development and administration of 1 Manager, 3 Supervisors, Coordinators, Specialists, and administrative staff in the performance of their duties, establishing work priorities and achieving management objectives
•    Hire and develop current and future Hilton leaders and institute mechanisms for such across the organization
•    Relationship Management and Team Building    
•    Own and manage effective partnerships with HRCC vendor partners, Loyalty and Partnership Team, Hotel Operations, Commercial