Director, Brand Performance Support

This role is based at one of our corporate offices in McLean, VA, New York City, NY or Memphis, TN

This is your chance to be part of an in-house Brand Performance Support (BPS) team that delivers responsive and effective support to Hotel Leaders across over 9,000 hotels through close collaboration with many parts of the business! Hilton’s Lifestyle Category includes: Canopy by Hilton, Graduate by Hilton, Curio Collection by Hilton, Tapestry Collection by Hilton, Outset Collection by Hilton, Tempo by Hilton, and Motto by Hilton. As a Brand Performance Support, Director, you will work across Hilton’s matrix of teams to provide resources that support hotel leaders for new openings, conversion ramp-up, performance delivery, and service optimization. On the BPS Category Support team reporting to the Sr. Director, Brand Performance Support- Lifestyle Brands, you will work on projects including the performance and support status of hotels identified as high priority and opportunity hotels needing customized and comprehensive support.

You will focus on serving the Lifestyle Category’s needs to meet the Brand’s overall support objectives. Your partnership with other Brand Performance Support functional areas is critical to ensure Lifestyle Brands fully leverage and maximize the “BPS central support” components (i.e., Hotel Leader Support, Targeted Coaching Emails, BOOST Action Plans, etc.).

What you’ll do during a typical day:

• Oversee the facilitation and coordination of customized hotel consultation efforts for identified hotels within the Brands and the necessary follow-up on agreed-upon action steps to be taken by the hotels.
• Deliver customized support across various subject matter for those hotels collaboratively identified as opportunity and high-priority hotels within assigned Brands.
• Proactively manage communication between BPS and assigned Brand Leaders to provide overall hotel support status, gain consensus on support deployment for high-priority and opportunity hotels.
• Attend meetings/events involving Brands where BPS representation is needed/requested. Participate in Brand-led calls with hotel leaders through content creation and delivery, as directed by the brand leadership team.

How you’ll collaborate with others:

• Represent Brand Performance Support across the enterprise in various projects, work groups, and initiatives related to the Brands,
• Aid in preparation for QA meetings where you will provide comprehensive updates, performance trends and recommended next steps.
• Proactively identify resource opportunities and gaps to meet the needs of the Lifestyle portfolio of brands and work with relevant teams to address.

Projects you’ll take ownership of:

• Real-time documentation of all support activities provided to hotels in Salesforce. Following established team business processes and protocols.
• You will play an important leadership role in the development and execution of business processes, reporting, and brand-specific projects.

What It Takes to Make the Stay

You have these minimum qualifications:

• Seven (7) years Full Service / Lifestyle experience with an Upper-Upscale or Luxury Brand
• Three (3) years of commercial experience with a focus on Lifestyle/Collection branded hotels
• Five (5) years of hotel and/or Hospitality Management experience
• Five (5) years of experience coaching others to influence measurable change
• Five (5) years of experience creating and delivering presentations
• Travel up to 40%

It would be useful if you have:

• BA/BS Bachelor’s Degree
• Three (3) years of experience working with Hilton Brands
• Solid understanding of Salesforce, MicroStrategy, and Tableau
• Knowledge of the hotel development process, including financing, construction, design, and operations
• A deep understanding of hotel performance measures, Brand Performance Support (BPS) and its core functional areas, and strong project management skills
• A passion for people leadership

How We’ll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

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