Senior Associate, Property Engagement Platform After Care Expert

1 month ago

Shanghai, Shanghai, China Hilton Full time

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

From smartphone capabilities like Digital Key to connected smart rooms that allow for integrated entertainment, temperature and lighting controls, Hilton's Global Technology team is responsible for creating the hospitality experience of the future – for our guests, owners and Team Members. Through innovative technology development and deployment, this team ensures Hilton has the technology needed to support our continued global growth while remaining at the forefront of hospitality technology innovation.

What will I be doing?

The primary purpose of this role is to execute the implementation process of Property Engagement Platform – PEP to Hilton hotels globally, while leading a team of Associates to deliver the highest standards of service at on-site and remote hotel implementation projects. Providing direct support to the Functional Leader in which area you support. This may include, but are not limited to, scheduling resources, aiding in team member development, PTO coverage of Project Manger duties.

After the initial handover from the Manager, the Senior Associate will provide remote and/or onsite training and hotel support, configure the system, build the system database and set up hardware and system interfacing during the deployment of PEP. Additionally, the Senior Associate will support team members by troubleshooting issues and providing technical advice.

What are we looking for?

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


• Effective communication skills both verbally and in writing

• Excellent interpersonal skills to build trust and confidence to motivate and influence others.

• Demonstrates the highest standards of ethical behavior and absolute discretion with sensitive information.

• Ability to take initiative to identify, prioritize and implement actions required to achieve functional goals.

• Proactive problem-solving skills including ability to address any issue in collaboration with others, identify and prevent potential problems and
develop problem solving skills in others.

• Ability to work well under pressure and effectively handle multiple and concurrent demands.

• Ability to collaborate with others and act in an objective manner to stay on track to achieve common goals.

• Project management skills including ability to manage details through to completion and ensure deadlines are met, or in the absence of a Project
Manager.

• Experience in technology implementation processes and standards

• A good understanding of property management systems and interfaces

• Experience leading a team of Associates during a technology deployment.

To fulfill this role successfully, you should demonstrate the following minimum qualifications:


• Minimum Education: High School/GED

• Minimum Years of Experience: Five (5) years of professional work experience in Technology related field

• Minimum Years of Experience: Five (5) years of hotel experience using Property, Sales, or Revenue Systems daily

• Management Experience (type): Supervisor

• Minimum Years of Management Experience: 1-3 years

• Any Licenses or Certificates Required: None

It would be helpful in this position for you to demonstrate the following capabilities and distinctions:


• Minimum Education: bachelor's degree; or associate degree plus six (6) years of Technology related experience; or High School/GED plus twelve (12)
years of Technology related experience

• Minimum Years of Experience: Five (5) years of professional work experience in Technology related field

• Minimum Years of Experience: Five (5) years of hotel experience using Property, Sales, or Revenue Systems daily

• Consistent record of executing Hilton's standard operating procedures

• Solid understanding of Hilton's PMS, CRS and interfaces

• Shown success in a customer-facing environment (i.e. through satisfaction scores)

• Proven track record of a successful systems installer

• Knowledge in the following: Adobe Illustrator, Basic SQL, JSON, XML, Adobe Acrobat

• Experience in troubleshooting local hotel interfaces or systems.

• Bilingual Speaker English and Mandarin or Japanese

• Additional Requirements (i.e. % of travel time, etc.): Domestic and International Travel 50%

What is it like working for Hilton?

Hilton is the world's 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 single day. And, our amazing Team Members are at the heart of it all

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