Senior Manager, Owner Relations

Senior Manager, Owner Relations

This is a remote position with a preference for candidates in the Central or Mountain time zone. This is your chance to be part of an in-house Brands team of industry experts in the domains of hospitality, brand management, innovation, food and beverage, wellness, owner relations, and more, for all of Hilton's unique brands. As a Senior Manager, Owner Relations you will support the team that leads our brands with the steadfast goal of strengthening and growing the Hilton portfolio. On the Owner Relations team reporting to the Director of Owner Relations, you will help support Hilton's small-to-medium-sized ownership groups. You will focus on ensuring accountability for Hilton's Customer Promise by guiding improvements in guest experience, product quality, review site scores, and market share. The Senior Manager will work with the Director in daily operations and special projects, working collaboratively across teams to enhance owner support and engagement.

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as : Go Hilton travel program : 110 nights of discounted travel with room rates as low as $40 / night, Hilton Shares : Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount, Paid parental leave for eligible Team Members, including partners and adoptive parents, Mental health resources including free counseling through our Employee Assistance Program, Paid Time Off (PTO) and Learn more about the rest of our benefits.

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member's career journey and at every level, both in our hotels and across corporate. Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

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

What Your Day-To-Day Will Be Like

Provide efficient, customized, and responsive support through phone, email, and Salesforce, ensuring issue resolution for small and single-unit owners and operators. Create and facilitate webinars, email campaigns, regional owner meetings / trainings, and initiatives to increase the adoption of Hilton's self-service tools and subsequently improve performance and the guest experience. Advocate for small owners and above property teams within Hilton by collecting insights, identifying common challenges, and sharing feedback with Hilton partners and senior leadership. Work side by side with the Director of Owner Relations in managing initiatives, conducting virtual portfolio reviews and preparing for Owner events such as above property training and in-market meetings.

How You Will Collaborate With Others

Partner with other Owner Relations teams and numerous enterprise Hilton departments to develop support strategies, agree upon measurements of success, and ensure best practices are utilized. Collaborate with Brand leadership, Marketing, Development, Finance, Brand Performance, Technology, AD&C, FRCM, and other enterprise teams to ensure resources are being used by the above property ownership and third-party management company groups, with the ultimate goal of driving performance.

What Projects You Will Take Ownership Of

Utilize Customer Promise engagement points and metrics with owners and operators to improve Product Quality Standards, Stay Scores, Portfolio Performance, and Market Share. Required touchpoints for ownership groups and management companies, including portfolio reviews, targeted owner / operator emails, above property webinars, and account catch-up calls. Provide support for Owner events, enterprise initiatives, and special projects.

Why You'll Be A Great Fit

You have these minimum qualifications : Five (5) years of work experience in hotels / hospitality. Three (3) years of managerial or leadership experience working with Hilton Brands. Two (2) years of managerial or leadership experience working with Hilton Owners / Above Property Management. One (1) year of experience delivering presentations virtually. Travel approximately 20%. It would be useful if you have : Advanced proficiency utilizing Salesforce and other enterprise tools. Advanced knowledge of Hilton's processes and internal subject matter experts for areas including financing, construction, and operations. Experience organizing and prioritizing projects within a high-volume support model. Understanding of the complexities of franchisee / franchisor dynamics and the ability to navigate these relationships.

Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World's Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it's like to be on Team Hilton!