Senior Manager, Loyalty Operation Greater China

4 weeks 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 travelers 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.

This role will have responsibility for the management of the Hilton Honors loyalty program in Greater China, with a specific focus on increasing member volume and room nights contribution to the loyalty program, facilitating and enabling hotels facing questions regarding the program, designing tactics to increase activities of members, and driving incremental revenues to hotels for rooms, F&B, and beyond.

What will I be doing?

As the Senior Manager, Loyalty operation Hilton Greater China & Mongolia (GCM), you will be responsible for performing the following tasks to the highest standards:

· Develop and implement the strategy for Honors loyalty program growth including member acquisition, marketability Occupancy and Hotel engagement plans in Greater China, in partnership with the commercial teams in region and liaison with the global and APAC Honors teams.

· Support China Hilton Honors program development to achieve regional growth goal, including long term program proposition development, commercial assessment, operation and implementation of China relevant propositions.

· Drive Honors on-property enrolment, member occupancy, marketability, and activation in partnership with the Regional Operations teams and General Managers across Greater China. Responsible for developing tools, programs, and communication plans to engage and educate China property teams to deliver Honors performance.

· Optimize Hilton Honors training document and delivery Hilton Honors training to properties and relevant team.

· Focus on Focus service brand hotels to enhance Hilton Honors training, drive the enrolment, marketability, and member occupancy targets, and help address the key operational challenges and optimize operation process include the system for Focus service brand hotels in GCM.

· Work closely with brand management to make sure focus service brand hotels in China ensure consistent delivery of Honors promise.

· Lead and coordinating IT and system enhancement, required designated continuous effort on problem solving, Hilton internal cross-functional alignments and IT optimizations.

· Leverage reporting, ad hoc analyses and customer insights studies to develop deep understanding of value members and key customer segments for focus service brand.

· Serve as point person for Honors related questions to internal partners, teams, and departments. Actively engage stakeholders to help facilitate understanding and education of Honors program to enable better leverage of the program.

· Loyalty program health monitoring and reporting with action implications.

· Accountable for the delivery of the Honors budget performance objectives in Greater China.

· Supervise and manage agencies on project planning and deployment e.g., CRM agencies and marketing service agencies.

What are we looking for?

A Senior Manager, Loyalty operation Hilton Greater China & Mongolia (GCM), serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

· Minimum education: BA/BS bachelor's degree.

· 5+ years of relevant experience in Hospitality consumer experience operation

· Able to analyze financial data in order to make strategic and tactical decisions.

· Excellent communication ability in both English and Chinese to meet business needs.

· Strong problem-solving and collaboration skills.

· Excellent interpersonal skills that build trust and instill confidence in order to motivate and influence others.

· Strong time management familiarity, as well as organizational skills.

· Results oriented with a strong mind-set to meet deadlines, achieve goals, and balance multiple priorities.

· Advanced knowledge of PPT, XLS, and data manipulation and analysis skills.

What will it be like to work 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 travelers 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

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