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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading brand performance support strategies and managing multi-layered teams across EMEA, with a strong focus on operational excellence, customer experience, and data-driven decision-making. Proficient in leveraging technology and analytical insights to drive measurable outcomes and enhance hotel operations.
Highest-signal resume keywords
Senior Leadership ExperienceHotel Operations ExpertiseStrategic Planning and ExecutionPerformance Data AnalysisSalesforce Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Hotel OperationsBrand ManagementPerformance SupportCommercial ServicesData AnalysisPerformance PresentationsGuest Experience KnowledgeChange ManagementOperational StrategyStakeholder Communication
Soft Skills
Strong Communication SkillsTeam ManagementCollaborative LeadershipInfluencing SkillsCustomer-Focused Culture
Tools & Technologies
SalesforceMicrosoft Office 365PowerPointExcelMicrosoft TeamsPower BI
Industry Keywords
FranchisingCustomer ExperiencePerformance MeasuresBrand PositioningOperational TrendsGuest FeedbackDigital ToolsAI-Enabled InsightsKnowledge ResourcesGovernance
About the role
Key responsibilities & impact- Lead the regional Brand Performance Support strategy, operating model, and team across EMEA
- Set strategic direction, priorities, and annual operating plans aligned with EMEA business objectives
- Lead and develop BPS Directors, Senior Managers, and Managers
- Establish accountabilities, performance expectations, succession plans, and development opportunities
- Ensure effective support models for Franchise and Managed hotels
- Advise EMEA Operations, Franchise, Owner Relations, Commercial, Brand, Customer Insights, RMCC, Loyalty, Marketing, Openings and Transitions, and other partners
- Translate brand and regional priorities into practical hotel actions across Stay Score, RSI, Hilton Honors, Guest Messaging, Digital Stay Experience, Digital Lock Health, brand standards, and commercial performance
- Use hotel, guest feedback, operational, and commercial data to identify trends, risks, opportunities, and targeted interventions
- Oversee executive consultations, performance forums, group consultations, webinars, and targeted one-to-one support
- Ensure timely, high-quality responses to hotel and stakeholder enquiries and manage complex escalations
- Own governance of the Brand Support Centre Hub and related self-service resources
- Drive scalable support through digital tools, AI-enabled insights, Voice of the Customer analysis, translation, and improved messaging
- Establish governance for content, communications, consultations, and knowledge resources
- Lead learning, best-practice resources, onboarding support, communications, and performance materials for hotel leaders and functional teams
- Partner with Owner Relations, Brand Management, and operations leaders on hotel detractors and at-risk hotels
- Represent BPS in senior leadership meetings, business reviews, forums, workshops, and enterprise initiatives
- Define and monitor BPS performance measures, service effectiveness, adoption, hotel engagement, and business impact
- Build relationships with hotel leaders and internal partners and promote a collaborative, customer-focused culture
- Keep the team current on Hilton brands, standards, systems, tools, policies, and enterprise initiatives
- Lead or sponsor strategic projects and transformation initiatives across EMEA
- Perform additional duties and projects assigned by the Vice President, Brand Operations or senior leadership
Requirements
What you’ll need- Significant hotel operations, commercial, brand, customer experience, performance support, or related corporate experience preferred
- Commercial and/or operational understanding and experience in hotel operations, franchising, brand management, commercial services, or a performance-focused corporate environment
- Proven senior leadership and team management experience, including leading managers and multi-layered or geographically dispersed teams
- Experience setting strategy, translating priorities into execution, and delivering measurable outcomes through people, processes, data, and technology
- Strong communication skills for internal and external customer audiences, from hotel team members to senior executives and owners
- Analytical skills to evaluate business information, guest feedback, performance data, and operational trends
- Experience creating and delivering performance-focused presentations, consultations, executive briefings, training, and webinars
- Knowledge of brand positioning, services, quality measures, guest experience, and hotel operations
- Ability to lead change, influence, and build alignment across functions and stakeholder groups
- Ability to prioritize competing demands, manage escalations, and maintain transparent stakeholder communication
- Ability and willingness to learn new tools and systems
- Proficiency in Salesforce preferred
- Proficiency in Microsoft Office 365, including PowerPoint, Excel, Microsoft Teams, Forms, Power BI, and related collaboration tools
- Commitment to Hilton values and an inclusive, collaborative, customer-focused, performance-oriented leadership style
Benefits
Comp & perks- 110 nights of deeply discounted travel, with room rates as low as $40 USD/night through the Go Hilton travel program
- Employee stock purchase program (ESPP), allowing investment in Hilton shares at a 15% discount
- Paid parental leave for eligible Team Members, including partners and adoptive parents
- Dedicated caregiving concierge services
- Crisis Concierge support for practical and emotional care
- Mental health resources through the Care for All hub
- Free counseling and support through the Employee Assistance Program (EAP) for eligible Team Members
- Award-winning workplace culture
- Benefits availability may vary depending on Team Member’s location and employment terms