Director of Operations EMEA, Hilton Reservations and Customer Care

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 Teams, Brand Teams, Owners, and General Managers in EMEA
• Define and deliver customer experience plans and strategy that work to increase customer satisfaction as well as reduce customer friction
• Regularly solicit frontline Team Member feedback through roundtables and other forums to understand the major call drivers and opportunities to improve customer experience
• Closely partner with the Director of Vendor Performance Management and Directors of Customer Care to ensure consistency of delivery and customer experience globally

Direct Reports

• Manager – HRCC Glasgow
• Performance Optimization Analyst – HRCC International

Qualifications

Success in this role will demonstrate itself through the following attributes and skills:

• Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities
• Excellent communication and interpersonal skills that build trust and instill confidence to motivate and influence others, including executive level
• Proven ability to drive high productivity and sales performance, ability to challenge teams and individuals to be the best and achieve exceptional levels of performance
• Ability to build, assess, and change course as needed. Proven change leader with interpersonal skills to help others get comfortable in ambiguous situations
• Ability to collaborate effectively on large scale projects with staff in a variety of departments across a matrixed organization
• Skilled in the translation of data insight into actionable performance improvement and coaching strategies.
• Possess sound judgment in solving sensitive, complex problems of substantial revenue/cost impact to HRCC

Required Qualifications

• Minimum Education: BA/BS bachelor’s degree in hospitality, business management or related field OR extensive experience in related contact center or customer experience field
• Management experience within a related professional environment
• Willingness to Travel up to 30% of the time

Preferred Qualifications

• Education: Master’s Degree preferred
• Substantial prior travel/hospitality industry experience including management of a large contact center.
• Experience working with LEAN methodologies; can demonstrate an understanding of customer value and a focus on key processes to continuously increase it

What is it like working for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers 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!

Work Locations

Hilton - Area Office - Glasgow

Schedule

Full-time

Brand

Hilton Corporate

Shift

Day Job

Job Level

Director

Job

Call Center and Reservations