The Hilton portfolio of hotels is comprised of 14 industry leading and world-class brands. A dedicated team of industry experts in the domains of hospitality, brand management, innovation, food and beverage, wellness, owner relations, and more, lead our Brands organization with the steadfast goal of strengthening and growing the Hilton portfolio. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, Conrad, Canopy, DoubleTree, Curio Collection, Tapestry Collection, Hilton Garden Inn, Hampton, Tru, Embassy Suites, Homewood Suites, Home2 Suites, and Hilton Grand Vacations.
What will I be doing?
The Customer Experience and Innovation (CE&I) Team is a newly formed function responsible for the entirety of the on-property guest experience. The team drives the delivery of a steady flow of pragmatic innovation both big and small to six global brands falling under the all-suites and focused service brand categories. In addition, the team is responsible for the following objectives:
Regularly inspect and analyze the customer on-property experience
Develop innovative products to address the needs of our customers
Deliver meaningful, differentiated, branded, on-property customer experiences, through physical, digital, and human centered design
Continuously optimize physical products and operating models
Integrate above property innovations with on-property experiences
You will be responsible for bringing together Hilton functional groups that are involved in pragmatic innovation and in developing product offerings that impact the on property guest experience for the Tru brand. You will work closely with the assigned CE&I Senior Director and Global Brand Head to develop and deliver innovations and products that improve the guest experience, drive RevPAR premiums, and improve owner returns. You will be responsible for two major objectives within the CE&I team: Direct the deployment and management of global brand product initiatives for the Tru by Hilton Brand and will assist CE&I Product Directors with future-looking innovation efforts for the Focused Service & All Suites Category.
You will lead the day-to-day execution of prioritized initiatives. Your responsibilities will include observing, studying and understanding guest needs, rapid development and testing of minimal viable products in a low fidelity way, leading projects, handling workflow, and leading both internal teams as well as external agency partners in a matrix environment. Projects include design and prototype development, dcor package development, innovative products, guest amenities, food & beverage offering, and any other products that impact the guest experience.
You will handle the execution of strategic projects and programs from need identification to implementation -- including coordination of functional subject matter authorities and external resources such as consultants and agency partners.
More specifically, you will:
Responsible for identifying industry trends with a forward focus on customer (guest, brand, owner) needs in three to five years. Incorporate insights from related industries such as retail, entertainment, and business with a global perspective is to be a top focus.
Conduct ongoing high-reaching benchmarking and analysis on competitor product strategies and features, including but not limited to prototype costs, prototype trends etc. and, where applicable, actively develop a business case for implementation of new product features.
Ensure deep knowledge of the Tru brand's consumer and developer positioning and business model.
Responsible for monitoring actual vs. targeted prototype costs, and working with various internal partners to ensure prototype costs remain high-reaching.
Advise Tru Brand team what is needed to develop and commercialize products, and associated risks and return on investment.
Collaborate across multiple internal and external partners to champion and create a unified product experience.
Handle numerous workstreams and timelines, and provide gate-keeper recommendations to Brand.
Generate concept business cases for existing products that require major or minor modifications; once approved, lead the implementation of the modifications.
Prioritize and execute on a fast-moving set of product priorities, competitive pressures, and market opportunities.
Act as communication conduit to executive sponsors and the program steering committee through briefings and regular status reporting.
Review and provide input to ensure brand and AD&C standards are written to clearly define the guest experience.
What are we looking for?
We are looking for self-starters, who are passionate about hospitality and who love to have the chance to create branding improvements. We believe in highly motivated individuals that would like to join a team that is at the epicenter of impacting Hilton's values and core strategies. This role is perfect for anyone looking for a stretch assignment with many challenges in which there is much to learn. This person will focus on making a difference and having a direct impact in the market. The success in this role will demonstrate itself through the following attributes and skills:
Strong collaborator, solution-minded, early adopter, agile mindset and positive attitude
Leadership and influencing skills that lend to leading teams, building positive relationships, and collaborating with internal and external partners
Strong communication skills, including finding opportunities for improvement, and sharing those messages with all applicable constituent groups
Matrix-navigation skills among large and complex organizations with a commitment to meet deadlines
Experience assessing and implementing successful, focused, and integrated product development plans
Knowledge of new product development processes and product lifecycle management
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
High School Diploma
Seven (7) years of professional experience
Seven (7) years of Product Management Leadership experience, with extensive experience in product strategy, positioning, planning, delivery and lifecycle management
Travel 30% of the time
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
MA/MS Master's Degree
Ten (10) years of Director level experience
Experience working in customer-facing industries, such as Hospitality, Food and Beverage, Travel, etc.
Knowledge of financial drivers and experience managing returns on investment objectives
Experience with budget forecasting and tracking with a high degree of accuracy
Experience creating and presenting product and service financial business cases to Senior Management
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!