Head of HRCC

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Company: Hilton
Location: Carrollton, TX 75011

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Job Description

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.


What will I be doing?

Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 17 world-class brands comprising nearly 5,900 properties with more than 939,000 rooms, in 114 countries and territories. Dedicated to fulfilling its mission to be the world’s most hospitable company, Hilton has welcomed more than 3 billion guests in its 100-year history. Through the award-winning guest loyalty program Hilton Honors, more than 94 million members who book directly with Hilton can earn Points for hotel stays and experiences money can’t buy, plus enjoy instant benefits, including digital check-in with room selection, Digital Key, and Connected Room. Visit newsroom.hilton.com for more information, and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram and YouTube.

Hilton has been recognized for its exceptional workplace culture, earning the highest honor on the U.S. 2019 Fortune 100 Best Companies to Work For list. In its fourth consecutive year on the list, Hilton has become the first hospitality company in history to achieve the #1 ranking, capping a meteoric rise from #33 in 2018. Additionally, Hilton has been recognized as a World’s Best Workplace and a Great Place to Work in 13 countries, including Australia (#3), Brazil (#14), Canada (#29), Colombia (#4), Germany (#12), India (#16), Italy (#1), Mexico (#4), Saudi Arabia (#1), Turkey (#1), United Arab Emirates (#3), United Kingdom (#3) and United States (#1).

For 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 memorable 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 single day. And, our amazing Team Members are at the heart of it all!

As the Head of HRCC, you will inspire teams to innovate on how we deliver a world-class customer experience. You will obsess over and advocate for our customer needs by setting the strategy and ensuring the team focuses on the right objectives guided by a big-picture vision, while living our organizational values and tenets. Hilton is an industry leader in the customization of the hotel experience through technology, and you will have a critical role in managing customer relationships in the digital realm as “the virtual front desk of the organization.”

You will provide analytical, inspirational, and forward-thinking leadership to ensure the organization achieves business goals. You will partner with key players around the company to maximize the value of each customer contact and reduce non-value add contacts.

More specifically, you will:

  • Inspire the organization, ensure the right talent is in place, and develop current talent to achieve the organizational and strategic vision to achieve greater performance.
  • Align HRCC’s objectives with Hilton’s business strategy through active participation in corporate planning, sales and service strategy development, forecasting, and resource and financial planning.
  • Develop strategies and directions for contact centers, including domestic, international, and vendor partners. Collaborate with business partners to identify strategic opportunities to improve performance, customer, and team member experience.
  • Champion the organization’s evolution by evaluating, supporting, and removing obstacles impeding constructive organizational change.
  • Initiate and direct joint efforts of multiple teams throughout the Hilton organization, including internal resources, external resources, and other constituent groups with aim of furthering company goals.
  • Assess actual performance against standards to analyze whether the department is on target to reach its goals and takes corrective actions as necessary.
  • Ensure appropriate measurements of revenue production, customer and employee satisfaction, and cost efficiency are in place.
  • Foster close and collaborative relationships with peer leaders and other senior executives within Hilton.

Drives and lives our organizational tenets:

  • Advocates for team members by actively identifying individual strengths and fostering career advancement within Hilton
  • Builds and executes process improvements recommendations, while motivating others to meet the challenges of an ever-evolving environment
  • Celebrates the team and provides strong, dynamic leadership that mentors, develops, and guides team members to maximize opportunities with every customer
  • Innovates on new trends, technology, and methods to optimize our organization
  • Establishes trust with cross-functional teams by developing positive productive relationships with many stakeholders and partners globally


What are we looking for?

The success in this role will demonstrate itself through the following attributes and skills:
  • You develop, prioritize, and implement plans to meet organizational objectives across a matrixed organization.
  • You are a dynamic change leader with the initiative to build, assess, and course correct as needed.
  • You lead multiple strategic transformation initiatives and projects simultaneously, and develop plans, analysis, and communication strategies for the transition.
  • You possess excellent interpersonal skills that build trust and instill confidence in order to motivate, inspire, and influence others, including executive level.
  • You drive high productivity and sales/service performance. This includes challenging teams and individuals to be the best and achieving excellent levels of performance.
  • You have tried quantitative/analytical skills, strong innovation, judgement, problem solving, and conceptual thinking abilities.
  • You have strong verbal and written communication skills with a bias for action and urgency.
  • You possess strong management skills, including the ability to track expenses against commitments, set priorities for funding, develop, and understand financial data.
  • You have excellent presentation and public speaking skills and identify message points to proactively share those messages with all constituent groups.
To fulfill this role successfully, you should demonstrate the following minimum qualifications:
  • BA/BS Bachelor’s Degree in Business Management, Hospitality, or related discipline; or High School Diploma/GED with at least fourteen (14) years of business management experience
  • Ten (10) years of experience in a Sales & Service organization with a background in Sales, General Management, Revenue Management, Contact Center and/or other commercial areas
  • Five (5) years of experience in a senior leadership role managing large-scale teams
  • Availability to travel 30-40% of the time
  • Working knowledge of CRM systems and call center software and technology
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
  • MA/MS Master’s Degree in Business Management, Hospitality, or related discipline
  • Ten (10) years related hospitality and/or contact center experience
  • Four (4) years working with LEAN methodologies; can demonstrate an understanding of customer value and a focus on key processes to continuously increase it
  • Prior experience of managing virtual teams in a Travel & Hospitality and/or Sales context
  • In depth knowledge of reservations and customer care procedures, processes, and applications


What will it be like to work for Hilton?

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!