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Director, Operations and Partnerships, Greater China & Mongolia

Hilton
上海
2 days ago: Hilton

Job Description

Hilton Reservations and Customer Care is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings\. We are a global team dedicated to delivering personalized solutions that inspire a passion for travel, with the goal of creating a lasting impression with every Hilton customer with whom we interact\. As the Director of Operations and Partnerships, China, you will pave the way we deliver a world class customer experience by developing the strategy, vision, and direction of our front\-line team members\. You will be a leader in your organization who innovates fearlessly to create an ownership culture where every team member is responsible for a balanced performance focused on customers, quality, and financial results\. You will be responsible for developing and executing the Reservation Sales and Customer Care strategy across China\. You will directly oversee the operations of HRCC Reservation Sales and Customer Care International office in Shanghai\. In partnership with the Vendor Operations team, you will support the operations of the vendor partner location in Hefei\. You will work closely with internal partners to identify and implement services in channels that support the growth and development of our hotels and Hilton Honors members in China\.
What will I be doing?
The Director, Operations and Partnerships GCM will be responsible for performing the following tasks to the highest standards:
Strategic Planning and Execution
•Facilitate processes and systems program management, the development and sustainment of a processes/systems integration strategy and plan, and project leadership on major processes/systems efforts including the development of project scope and expectations, and the coordination of resources from multiple internal and external sources
•Develop and execute plans and strategies, including China channel and customer experience strategy, in close collaboration with business teams including executive management
•Monitor return on invested capital and time resources; reviews and makes appropriate adjustments in activities and expenses throughout the fiscal year to ensure optimal financial results
•Translate organizational goals and objectives into performance standards for division, departments and individual positions; Establish and maintain guidelines that will improve the overall operation and effectiveness of HRCC
•Gather and evaluate research and data from various sources, generating actionable insights, developing reports and creating presentations that enable senior level executives to understand, quantify and respond to trends, issues and opportunities impacting customer experience
Coaching and Development
•Align the development and administration of 1 Manager , 1 Assistant Manager, with a total of 50 Development Coaches, Coordinators, Specialists, and Administrative staff in the performance of their duties, establishing work priorities and in achieving management objectives
•Hire and develop current and future Hilton leaders and institute mechanisms for such across the organization
Relationship Management and Team Building
•Maintain effective partnerships with Vendor Partners, Hilton Honors Loyalty Team, Hotel Management, HRCC Departments; owns and manages the relationship with SVPs/Global Heads of all Brands, Commercial Teams, Owners and General Managers
•Define and deliver customer experience plan and strategy that works to increase the customer satisfaction and net promoter score as well as reduce voluntary churn
•Regularly solicit frontline Team Member feedback through roundtables and other forums to understand the major call drivers and opportunities to improve the customer experience
•Closely partner with the Director of Vendor Performance Management and Directors of Customer Care to ensure consistency of delivery and customer experience globally
What are we looking for?
The success in this role will demonstrate itself through the following attributes and skills:
•Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities
•Excellent communication and interpersonal skills that build trust and instill confidence in order to motivate and influence others, including executive level
•Proven ability to drive high productivity and sales performance; can challenge teams and individuals to be the best and achieve exceptional levels of performance
•Ability to build, assess, and change course as needed\. Proven change leader with the interpersonal skills to help others get comfortable in ambiguous situations
•Ability to collaborate effectively on large scale projects with staff in a variety of departments across a matrixed organization
•Skilled in the translation of data insight into actionable performance improvement and coaching strategies\.
•Possess sound judgment in solving sensitive, complex problems of substantial revenue / cost impact to the Center
Required Qualifications
•Minimum Education: BA/BS Bachelor's Degree in hospitality, business management or related field OR High School Diploma with a minimum of Four \(4\) years’ experience in related contact center customer care field
•Minimum Years of Experience: 7 years related professional experience
•Minimum Years of Experience: 3 years preparing & delivering statistical information & trend analysis and predictions to senior management\.
•Management Experience \(type\): Director
•Minimum Years of Management Experience: 3
•Any Licenses or Certificates Required: N/A
•Additional Requirements \(i\.e\. % of travel time, etc\.\): Some travel at least 20% of time
Preferred Qualifications
•Education: Master’s Degree
•Minimum Years of Experience: Prior travel/hospitality industry experience \(5 years\) including management of a large sales reservation center\.
•Experience working with LEAN methodologies; can demonstrate an understanding of customer value and a focus on key processes to continuously increase it
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\!
Job: _Sales_
Title: _Director, Operations and Partnerships, Greater China & Mongolia_
Location: _null_
Requisition ID: _APA0139T_
EOE/AA/Disabled/Veterans
Hilton Reservations and Customer Care is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings\. We are a global team dedicated to delivering personalized solutions that inspire a passion for travel, with the goal of creating a lasting impression with every Hilton customer with whom we interact\. As the Director of Operations and Partnerships, China, you will pave the way we deliver a world class customer experience by developing the strategy, vision, and direction of our front\-line team members\. You will be a leader in your organization who innovates...

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