Hilton Hilton Reservation and Customer Care Shanghai Operation Manager in Shanghai, China

Under the general direction of the Director, HRCC APAC Operations and Strategic Partnerships, directs and organizes all departmental activities for the HRCC office in Shanghai China. Serves as the primary point of contact for HRCC, and represents HRCC in China . Accountable for the delivery of revenue, cost, customer service, and all operational performance to meet or exceed HRCC standards. Plays an integral role in expanding HRCC's presence in the region by supporting ResMax expansion, as well as HRCC's expansion into new service type. Manages the day-to-day operation of the HRCC Shanghai office. Develops and implements business processes to achieve agreed upon performance goals including customer service quality, revenue generation and cost.

What will I be doing?

As Hilton Reservation and Customer Care Shanghai Operation Manager, you will be responsible for performing the following tasks to the highest standards:

  • Accountable for all performance metrics for the Shanghai office, including revenue, conversion, operational and customer service KPI's.
  • Develops & maintains strong relationships with all hotels in the China region
  • Disseminates and communicates within the Shanghai office regarding HRCC operational requirements and related strategic projects.
  • Acts as a liaison between the HRCC Shanghai office and HRCC's operational and functional support units (Quality, Trianing, Technology, Manpower planning, support desks, etc).
  • Implements processes and procedures to ensure HRCC strategies and directives are effectively carried out.
  • Accountable for the efficient operation of the office, keeping it within overall budget, and within cost per call target established for the office.
  • Provide leadership to the office consistent with developed policies and procedures implemented to accomplish corporate objectives.
  • Conduct on-going coaching to ensure maximum selling techniques to achieve sales conversion target.
  • Ensure recruitment and training is completed in a timely manner for maximum utilization of staffing to maintain peak service level objectives.
  • Encourage hotels to visit the office, meet the team and provide product updates.

What are we looking for?

As Hilton Reservation and Customer Care Shanghai Operation Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

Required Qualifications

  • Supervisory experience with 3-5 direct reports.
  • Multilingual abilities (verbal & written) including English and Chinese.
  • Call center experience or other sales experience that meets or exceeds organizational sales results.
  • Ability to travel 10% of the time.
  • Proficient with MS Word, Excel, PowerPoint and Outlook.
  • Education: BA/BS/Bachelor's Degree or equivalent experience.
  • Years of related experience: 5-7
  • Years of management or supervisory experience:4
  • Management or supervisory experience type: Supervisory
  • Add'l requirements (i.e. % of travel, etc.):10% Travel

Preferred Qualifications

  • Experience working for Hilton Worldwide in a hotel sales or revenue management related position.
  • Management experience specific to travel industry, call center sales and or Reservations.
  • Revenue Management experience within hotel industry.
  • Working knowledge of ACD hardware/software, and scheduling and forecasting software.
  • Education: MS/MA/Master's Degree
  • Years of related experience:5-7
  • Years of management or supervisory experience:2
  • Management or supervisory experience type:Managerial
  • Add'l requirements (i.e. % of travel, etc.):10% Travel

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: Call Center and Reservations

Title: Hilton Reservation and Customer Care Shanghai Operation Manager

Location: null

Requisition ID: APA012RL

EOE/AA/Disabled/Veterans