Hilton’s Global Technology team is leading the way in shaping the future of hospitality experience for our guests, owners and Team Members by utilizing advanced smartphone features such as Digital Key and Connected Room for integrated entertainment. By developing and implementing state-of-the-art technology, this team ensures that Hilton has the necessary technology needed to support our ongoing global expansion, while remaining at the forefront of hospitality technology innovation.
What will I be doing?
This is a critical leadership role, overseeing the Technology Field Services across Continental Europe. The position will collaborate with Sr Ops stakeholders as well as leading the technology team member across the region, while driving technology strategy and feeding back to the technology team on regional needs.
The Senior Director of Technology Field Services is pivotal in ensuring seamless collaboration between Hilton’s Corporate Technology Groups, operational leaders, support teams, on-site General Managers, and Technology Team Members across the Continental Europe region. This role aims to ensure the smooth integration of Hilton’s technology according to the company’s standards and to lead the regional technology function to success.
As part of your role, you will oversee technology investments to ensure that the environment remains current and always fully supported. You will provide guidance to properties and team members on technology standards major initiatives, best practices, and assist with the planning of technology roadmaps and budgets for the hotels in your region.
You will be responsible for creating short- and long-term investment plans for the hotels in collaboration with Hilton Asset Management. Additionally, you will oversee the on-property technology teams for managed hotels ensuring their skills are aligned and their focus is on achieving company objectives while fostering personal growth. Furthermore, you will play a vital role in the learning, development, and succession planning of your team and the hotel teams. You will participate in the regional Executive committee, providing updates and aligning the department to the set business goals.
More specifically, you will:
• Establish the overall strategy and operational framework for the Managed & Leased properties in the region, overseeing and regulating initiatives to optimize the business value generated
• Create and continuously evaluate support structures within the region and establish and maintain regular communication with corporate management teams, brands, and other stakeholder groups as appropriate
• Manage the cross-functional links between other departments of the area team
• Implement appropriate measures and controls to ensure optimal performance of function and accomplishment of objectives
• Oversee the Cyber Security and Vulnerability Management efforts and compliance for the region in line with the corporate KPI’s to ensure the security and integrity of company data and systems
• Communicate key technology messages to hotels and area teams, determine staffing needs, and oversee training and development of hotel technology team members
• Direct and prioritize the hotel technology team's duties, conduct regular performance reviews, and provide feedback for professional growth
• Build strong relationships with existing owners in the region, engage with them and keep them updated with Hilton Technology news/developments
• Lead the regional Field Services Team to excel in their duties, provide support to them, align initiatives, and develop their careers
• Provide day-to-day oversight of key vendor and project activities, in addition to controls and measures to ensure achievement of objectives and compliance with company policies and procedures.
• Support new managed openings and hotel conversions in the region. Allocate resources and set project plans in coordination with the Operations, Opening & Transitions, GDCM, AD&C and Development team.
• Proactively support development teams and sell Hilton technology to (potential) owners
• Identify and evaluate opportunities to improve business or technical performance and support development teams in promoting Hilton technology
• Work with Global Corporate teams on new technology pilots and early adoption, act as an escalation contact with Corporate Support and vendors, maintain communication with corporate management and stakeholders
• Set and approve departmental budget, control activities and spend throughout the year to ensure optimal financial results
• Responsible for developing the talent of the Hotel based Field Services team by utilizing Hilton’s learnings programs and establishing and devising a Talent Development plan.
Direct Reports: Director Field Services continental Europe (2x) and corporate Technology Field Service Managers
What are we looking for?
The success in this role will demonstrate itself through the following attributes and skills:
• Excellent presentation and public speaking skills
• Strong project management skills, including the ability to prioritize, manage details through to completion and ensure project deadlines are met.
• Ability to lead and coordinate the efforts of multiple teams within the Hilton organization, including both internal and external resources, as well as other relevant groups to achieve company goals.
• Ability to analyze data to make strategic and tactical decisions.
• Absolute discretion and confidentiality regarding sensitive information.
• Ability to take initiative to identify, prioritize and implement all elements required for team to fulfill responsibilities
• Demonstrate outstanding problem-solving abilities, including the ability to collaboratively address issues, proactively identify and mitigate potential problems, and foster problem-solving skills within their team.
• Ability to promote and implement professional development for themselves, their direct reports and others. This includes working with colleagues and other resources to provide opportunities for development and mentoring, while adhering to organization’s standards for performance feedback.
• Ability to assess and identify opportunities from a strategic standpoint, including the capability to formulate, prioritize and execute plans that align with the organization’s fundamental strategic objectives.
To fulfill this role successfully, you should demonstrate the following minimum qualifications:
• Significant experience in hospitality technology roles, including management and leadership experience and executive leadership experience
• Highly in-depth knowledge of hotel operations, hospitality technology and relationship management
• Customer management experience (ITIL)
• University degree/Bachelor’s degree or experience in Lieu of
• Multi-lingual abilities preferred
• Ability to travel internationally 50% of working time
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
• Master’s Degree/Advanced Degree
• Experience in full service, resort or other complex hotels or hospitality-based business, with a mix of experience from operational and technology roles
• Existing network within hospitality owners and franchise technology individuals
What is it like working 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 single day. And, our amazing Team Members are at the heart of it all
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