Manager, Brand Performance Support EMEA (x 2)

Hilton Worldwide, Inc.; Watford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global hospitality company is seeking a Manager of Brand Performance Support EMEA in Watford. This role involves providing critical support to hotel teams, developing training materials, and improving performance metrics. Ideal candidates will have a background in hotel operations or customer-facing roles. Benefits include working within a dynamic environment that values collaboration and excellence in service.

Qualifications

• Operational hotel background or customer facing performance support roles preferred.
• Previous experience in Hilton Corporate or Hotel Operations as Department Leader.

Responsibilities

• Provide front-line support for inquiries from hotel team members.
• Interact with business partners on performance driven topics.
• Review hotel performance and provide recommendations to improve KPIs.
• Create and maintain impactful training resources.

Skills

Creating and delivering impactful performance focused presentations

Ability to leverage large sets of data for business analysis and reporting

Communication skills

Proficiency in Microsoft Office 365 Suite

Proficiency in using Salesforce

Customer service skills

Analytical skills

Commercial understanding

Job description

Job Description - Manager, Brand Performance Support EMEA (x 2) (EUR015PQ)

Manager, Brand Performance Support EMEA (x 2) (EUR015PQ)

Job Number

EUR015PQ

Work Locations

Hilton - Regional Headquarters - Europe
Maple Court, Central Park, Reeds Crescent
Watford WD24 4QQ

To foster alignment and leverage on our resources, this position must be based in Hilton’s Watford corporate office, forming part of the EMEA BPS and O&T Central Services teams.

Closing Date for applications is Sunday 16th November 2025.

Position Statement

The Brand Performance Support serves as the front-line response on questions and guidance on brand standards, commercial and operational topics as well as tools, systems, and brand initiatives for all hotels in EMEA. Key responsibilities include responding to inquiries from hotel teams, educating them on how to maximize Hilton resources, and conducting virtual consultation calls. The role also involves designing and delivering scalable, impactful training materials, support tools, and webinars focused on performance, enterprise initiatives, and onboarding hotel leaders. Success in this role requires strong collaboration with hotel teams and cross-functional business partners to ensure seamless support and alignment.

Position Summary

The Manager, Brand Performance Support EMEA, will be responsible for delivering support to General Managers, hotel leadership teams and internal stakeholders.

Key Responsibilities

• Provide front-line support for inquiries from hotel team members, ensuring timely resolution and monitoring satisfaction levels to continuously improve service quality.
• Interacting with business partners on performance driven topics, enterprise initiatives and programs.
• Proactively reviewing hotel performance and providing recommendations to improve KPI’s.
• Creating and maintaining impactful and scalable training resources, tools, and programs to drive performance.
• Facilitate live sessions with hotel leadership to offer guidance on key topics such as onboarding, commercial performance, and Stay Experience.
• Manage hotel communications to educate hotel teams, address areas of opportunity, and drive compliance with Brand Standards, collaborating closely with internal stakeholders to deliver targeted messaging.
• Participation in brand/enterprise educational opportunities to improve the knowledge needed to support hotel teams and performance.
• Willingness to take on and manage additional projects as assigned by the leadership team.

Direct Reports

n/a

What are we looking for?

Applicants with operational hotel background or a customer facing, performance support driven Corporate roles are preferred.

Qualifications

• Creating and delivering impactful performance focused presentations.
• Ability to leverage large sets of data for business analysis and reporting.
• Communication skills to relate and adjust to internal and external customer’s audience.
• Multi-task day-to-day job functions while supporting/solving escalations generated from multiple sources by setting priorities and ensure transparent communication with all stakeholders.
• Proficiency in using Salesforce to manage and resolve hotel-related queries efficiently.
• Proficiency in Microsoft Office 365 Suite of Apps (Power Point, Excel, MS Teams, Forms etc).
• Demonstrate superior customer service skills.
• Understanding the importance of different stakeholders, paired with decision-making skills to determine the best resolution within company guidelines and in the best interest of involved parties.
• Commercial and/or operational understanding and experience.
• Analytical skills to evaluate business information and translate data into knowledge and action.
• Brand positioning, services, and quality measures.
• Ability and willingness to learn new tools and systems and show a proactive approach.
• Previous experience in Hilton Corporate or Hotel Operations as Department Leader

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!