Our Corporate Strategy team supports high-impact projects across all aspects of the business. The team drives strategic insight through customer research, customer experience analysis and thought leadership. Hilton Strategy partners with leaders across Hilton to improve operational performance, understand competitive positioning, develop new product innovation, and implement growth strategies.
The Guest Experience team brings the voice of our guests to the forefront of decisions in our global customer organization and provides actionable insights to improve on-property experience, product innovation, and competitive positioning. As the Manager, Guest Experience, you will support high-impact, strategic initiatives across Hilton and work closely with the Director of Guest Experience to use customer feedback to advise and support business leaders in delivering consistent high quality branded experiences in all of our hotels.
You will develop actionable insights by asking the right questions, collaborating with team members and connecting multiple data sources in a consultative model to ensure the voice of the customer is integrated into key strategic decisions. You will also be responsible for using real-time customer feedback to analyze and better understand unmet customer needs and experiences and sharing your findings with key partners to fuel product innovation.
More specifically, you will:
Synthesize guest feedback data to identify and share meaningful trends for the organization including:
Synthesize data to drive and share big picture actionable insights, specifically:
Effectively communicate and interact with key partners throughout the organization, specifically:
What are we looking for?
We are looking for candidates who are passionate about hospitality and who love to impact the customer experience through data while creating positive partnerships. The success in this role will demonstrate itself through the following attributes and skills:
To fulfill this role successfully, you should demonstrate the following minimum qualifications:
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
Hilton is the world’s 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!
Hilton is a leading global hospitality company, with a portfolio of 14 world-class brands comprising more than 4,900 properties with over 800,000 rooms in 104 countries and territories. Hilton is dedicated to fulfilling its mission to be the world’s most hospitable company by delivering exceptional experiences – every hotel, every guest, every time.
We believe Hospitality isn’t just a job; it’s a journey of self-discovery, growth, community and cultures. Our Team Members are extraordinary professionals who work together to deliver exceptional experiences for all who walk through our doors. As we continue to grow and innovate, our Vision “to fill the earth with the light and warmth of hospitality” has never faltered. We are more than a room for the night. We create heartfelt experiences for Guests, meaningful opportunities for Team Members, and a positive impact in our Communities.
We’re always on the lookout for executives, management, hotel operations, call center/reservationists, and students and graduates interested in joining any of the Hilton brands:
If you appreciate the impact global travel can have on the world and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Hilton Team Member.