Hilton Reservations and Customer Care (HRCC) is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings. We strive to deliver personalized solutions that inspire a passion for travel, and our goal is to make a lasting impression with every Hilton guest with whom we interact.

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The Manager, ResMax – Asia Pacific (APAC) will be responsible for the growth and development of HRCC’s ResMax Service in the APAC region. ResMax is a premium, voluntary, reservation service provided by HRCC for direct handling of voice channel reservations initiated at the hotel level. 

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This Manager will serve as the primary point of contact for ResMax in APAC and will be accountable for delivering on ResMax volume and revenue targets. They will work directly with the Director, Business Development ResMax - International and the Hilton executive and management teams in the region to prove the ResMax business case, onboard new properties, and maintain ongoing relationships. This position will collaborate with HRCC International Operations team to ensure optimal infrastructure is in place to support the growth of ResMax. They will manage the ResMax hotel activities on all levels, with required travel to properties, HRCC offices, and delivery partner locations, as determined by an overall strategic plan.

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HOW YOU WILL MAKE AN IMPACT

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Your role is important and below are some of the fundamental job duties that make your work unique.

\n\nImplement strategy for both new ResMax business and continued support of current ResMax properties in APAC in accordance with HRCC objectives and established budgetary parameters and as agreed with the Director, Business Development ResMax - International\nConsistently push self and the Administrator, ResMax Global Support - APAC for results, setting clear goals and objectives and constantly communicating progress, measure and monitor progress, and mentor, develop, and manage team and / or individual performance\nAct as the liaison between the ResMax hotels and the HRCC offices, including delivery partner offices, providing guidance on daily issues that impact hotel relations or revenue\nActively seek new business and present the ResMax business case to executives, managers, and owners\nDisseminate hotel promotions, updates, and concerns; and coordinates appropriate training and communication with and to the HRCC offices and delivery partner offices\nOversee the coordination of hotel visits, FAM trips, and hotel / office video webinars\nRepresent HRCC and the ResMax program at brand conferences, sales conferences, trade shows, leadership meetings, etc.\nAssist in constructing and overseeing specific action plans for regions or hotels that are struggling in critical performance areas, including ensuring knowledge databases are robust and updated consistently\nDevelop and drive projects to ensure optimal guest experience, operational efficiency and cost effectiveness and maximum revenue for hotel partners\n\n

Direct Report: Administrator, ResMax Global Support - APAC

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WHY YOU’LL BE A GREAT FIT

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

\n\nFluent English and Chinese (Mandarin) in both oral and written\nExcellent verbal and written communication skills, including the ability to confidently present business cases to senior executives and leadership\nAbility to analyze complex data and proficiency with business math and metrics\nStrong problem-solving skills and collaborative skills\nAbility to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities\nStrong project management skills, including the ability to manage details through to completion and ensure project deadlines are met\nProficient with Microsoft Office including PowerPoint, Excel, etc.\nTravel industry experience in a management role, with either Reservations or Revenue experience\n\n

You have these minimum qualifications:

\n\nBachelor’s degree in Hospitality, Business Management or a related field; or High School Diploma with at least 5 years’ experience in Hospitality, Sales, or Marketing field\nAt least 5 years of related professional corporate experience\nVerbal communication in Chinese (Mandarin)\nAbility to travel 35 - 50% of time\n\n

It would be useful if you have:

\n\nMS / MA\nAt least 7 years of related experience\nStrong verbal and written communication in Chinese (Mandarin)\nIn-depth experience with Hilton hotels or other major hotel companies, in Brand Performance Support or Operations\n\n

WHAT IT IS LIKE WORKING FOR HILTON

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Hilton, the #1 World’s Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!