Support, Customer Engagement, Turkey & MEA – HSM

Job Description

About Hilton

Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 5,100 properties with more than 838,000 rooms in 103 countries and territories. In the nearly 100 years since our founding, we have defined the hospitality industry and established a portfolio of 14 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 69 million members in our award–winning customer loyalty program, Hilton Honors.

Position Statement:

The role will report into the Senior Manager Customer Engagement EMEA and will involve managing and executing all administrative tasks to support Hilton Supply Managements business development and account management activities driving revenue back to the Hilton Worldwide Enterprise.

Position Summary:

• Administrative & Support Activities (50%)
  • Utilize and maintain core Hilton Supply Management systems to support on-going business development and account management activies including but not limited to Salesforce, BirchStreet and Microsoft Teams.
  • Support in monthly or quarterly billing cycles including data gathering from either customers or suppliers. This will also include the production of billing statements and distribution of both statements and invoices.
  • Work with internal and external stakeholders including suppliers to obtain data or spend statistics.
  • Producing and communicating information regularly to customers, hotel purchasing team. members and or other hotel departments as and when needed.
  • Maintain internal documents for the Customer Engagement team.
  • Develops and maintains constructive and cooperative relationships with all internal and external stakeholders/personnel whether in person or via telephone.
  • Communicates with team members providing relevant business information.
  • Collaborates and provides general admin support to the Supply Management team, including filing, maintenance of forms and documentation.
  • Produces ad-hoc Presentations for use in Customer Engagement.
  • Ensure hotel, supplier and cross-functional department enquiries are directed to the right location within Supply Management.
  • Attends departmental meetings pertinent to work assignments and topics of analysis.
  • Assists with scheduling of meetings, bookings and conference calls including preparation of associated support materials relevant to Business Development & Account Management.
  • Researches and responds to information requests from management.
  • Support for the International Supply Management/Procurement team.
  • Any and all other job duties as assigned.

• Data Management (40%)
  • Update, maintain and gather when required from all relevant sources including but not limited to Salesforce, BirchStreet, Records, Files, Databases, Customer Information. etc.
  • Ensure all enquiries within specific areas of responsibility are responded promptly with satisfactory resolution.
  • Maintains departmental systems for filing and procedural documentation including contracts management across all client bases.
  • Assist with onboarding process for new customers including but not limited to eProcurement installation, supplier orientation and kick off meetings.
  • Work with multiple data streams to evaluate customer accounts.

• Account Management (10%)
  • Examines data to determine opportunities or problem areas in order to provide feedback for improvement and development of current processes.
  • Ensuring Hilton Supply Management knowledge is up to date, familiarity with programs and ability to engage with the Supply Management team.
  • Desk based assistance with customers in understanding product needs including the determination of product usage and specifications along with seeking new, alternate or better products.
  • Desk based management of enquiries on product availability, pricing, specifications, product usage requirements and recommendations as requested.
  • Managing various projects to completion, keeping track of deadline and priorities

Qualifications

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

• Experience within a customer support environment and the ability to take ownership by applying skills and knowledge.
• Excellent written and verbal communication skills including the ability to explain analytical topics to others.
• Results driven, ambitious and motivated.
• Experience in a Support/Administrative role.
• Excellent time management skills and the ability to meet targets.
• Strong interpersonal and relationship building skills
• Highly numerate and exceptional attention to detail and accuracy.
• Ability to work under pressure with a flexible approach to effectively handle multiple demands.
• Proficient in Excel with the ability to quickly learn new programs as required.
• Maintain a good understanding of the company and departmental aims, structure and strategy
• Make recommendations on issues pertaining to areas of work responsibilities, which may improve operations within the department or reduce costs.
• Work co-operatively with colleagues in the department to ensure team commitment.
• Take part in all necessary training offered and be proactive in requesting training to meet personal developmental needs.
• Maintain good relationships with all divisions and branches of the company and with external suppliers and contractors.
• Ensure maintenance and security of company property, equipment and stock.
• Maintain a professional & well-kept appearance.
• Ensure compliance with health and safety in regards to office environment training.
• Ensure work tasks are completed accurately and promptly that may require working periodic unsociable hours.
• Able to travel (including overnight stays) to fulfill business requirements, attend departmental meetings and training course as deemed necessary.

Required Qualifications

• Minimum Education: University Degree
• Minimum Years of Experience: 2 Years
• Additional Requirements: 25% of travel time required.

Preferred Qualifications

• Minimum Years of Experience: 2 Years