Development Manager - Retention & Reporting, EMEA

Hilton; Watford; On-site; GBP 65,000 - 90,000; Full time

Job summary

Hilton’s Head Office in Watford is seeking a Retention & Reporting Manager to lead processes protecting contractual value and brand integrity across Europe, the Middle East, Africa, with a focus on Central & Eastern Europe. Based in Watford, you will coordinate ownership changes, contract amendments and fee structure updates while reporting to the Senior Development Director.

You will produce Development and Retention dashboards, collaborate with Legal, Feasibility, Compliance and Brands teams,

Qualifications

• Bachelor's degree or equivalent analytical experience presenting complex information to senior audiences.
• Ability to travel for industry events and internal meetings.
• Passion for hotel industry is advantageous.

Responsibilities

• Serves as a key contact for Retention activities, maintaining records and filing systems.
• Produces Development & Retention dashboards, reports and insights.
• Compiles Development deal summaries for internal approval.
• Collaborates with support functions to progress projects and avoid bottlenecks.
• Provides admin support for Retention Directors.
• Identifies opportunities to improve processes and reporting for efficiency.
• Handles ad-hoc requests to support Retention operations.
• Manages hotel-specific Retention activities (60%), systems/admin (15%), reporting (15%), cross-functional support (5%), and attends industry events.

Skills

English

Excel

PowerPoint

Communication

Analytical skills

Time management

Team player

Education

BA/ BS Bachelor's degree

Tools

Excel

PowerPoint

Word

Job description

Under direction from the Senior Development Director, Retention, Central & Eastern Europe and MEA, this position will work effectively with colleagues and industry contacts to assist in the execution of Hilton’s development strategy, governance of key compliance processes, and reporting with respect to our chosen brands and business models, within Europe, Middle East & Africa, with a particular focus on Central & Eastern Europe.

The Retention & Reporting Manager will be responsible for implementing and carrying out key processes and procedures to ensure contractual compliance and value protection in actions to retain our trading portfolio, whilst protecting brand integrity and fostering strong collaborative relationships with internal and external stakeholders.

Position Summary

The Retention & Reporting Manager will take a lead role in supporting relevant members of the Retention team by coordinating and executing required processes and communications, both internal and external, relating to ownership changes, ownership restructuring, contract amendments, room count modifications, fee structure updates and other related activities.

The role will provide key support to the Retention team relating to brand conversions, operating model transitions, dispute resolution matters, removals and termination related activities. This position plays a critical role in ensuring adherence to Hilton’s Global Deal Approval policy while driving consistency across the retention portfolio.

The role also acts as the primary owner of the production of Development and Retention reports across the region. This includes data input and integrity, identifying to line manager any required maintenance and system enhancements to be identified to the Development Analytics team, supporting user training and ensuring effective integration with other relevant Hilton systems and data sources including Partnerships, Real Estate and Select by Hilton portfolios. Additionally, the position will provide meaningful insights through the production of various month-end, market and senior leadership reporting that supports informed decision making across the function.

Based at the Head Office in Watford, this role operates within a collaborative team environment while requiring a high degree of autonomy, initiative and accountability to manage multiple priorities and deliver projects within tight deadlines.

Key Responsibilities

• Serves as a key point of contact for Retention related activities, ensuring effective administration, maintenance of records, documentation and filing systems
• Prepares and produces accurate Development & Retention dashboards, reports and insights
• Compiles, reviews and/or consolidates Development deal summaries for internal approval
• Works effectively with all support functions (e.g. AD&C , Legal, Feasibility, Corporate Compliance, Brands, etc.) to facilitate timely progression of projects and to mitigate any bottleneck situations
• Provides functional, general and administrative activity for Retention Directors
• Identifies and implements opportunities to enhance processes, reporting and ways of working, driving greater efficiency and effectiveness across the Retention function
• Takes on with enthusiasm a broad range of ad-hoc requests aimed at facilitating the smooth running of the Retention function
• Management of hotel specific Retention activities 60%
• Systems management, administration, process improvement, planning activities & training 15%
• Development & Retention reporting 15%
• Cross-functional collaboration and support 5%
• Industry events and conferences (attendance and preparation)

What are we looking for?

Applicants will ideally have a background from either the hotel, real estate, feasibility, consulting sectors with experience in development, real estate transactions and franchised and management agreements / contracts.

Additional skills experience will include

• Accuracy, attention to detail, responsiveness and proactive behaviour
• Excellent command of the English language
• High proficiency in e.g. Excel, PowerPoint and Word
• Strong communication & interpersonal skills at different levels
• A self-starter with the ability to proactively anticipate business needs
• Effectively manages a range of competing priorities and demands (strong time management skills are essential)
• Strong analytical skills and ability to spot and identify data that does not look right
• Ability to work independently combined with a team spirit and desire to support a team

Required Qualifications

• BA/ BS Bachelors degree or experience of expert level analytical skills with the ability to present consistent complex information to senior audiences
• Ability to travel when required mainly for industry event and internal meetings
• A solid understanding of and a passion for the hotel industry is advantageou

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