Account Manager, Hilton Worldwide Sales
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Account Manager, Hilton Worldwide Sales




Account Manager, Hilton Worldwide Sales

About the job

The Hilton portfolio of hotels is comprised of 18 industry leading and world-class brands, spanning more than 100 countries. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Signia, Curio Collection, DoubleTree, Tapestry Collection, Embassy Suites, Tempo, Motto, Hilton Garden Inn, Hampton, Tru, Homewood Suites, Home2 Suites and Hilton Grand Vacations. In Asia Pacific, the company has over 300 trading hotels and nearly 500 under development.

The Account Manager - Hilton Worldwide Sales will proactively manage and grow Share of Wallet accounts for Hilton Worldwide. The role will look after these accounts on a local, national, international and global basis, where relevant and be accountable for the performance of their account portfolio. He / she will be required to manage one key or multiple segments, either corporate, MICE, leisure, and/ or Chinese local accounts etc. They will create and communicate the account strategies in order to drive market share and demonstrate value to both internal and external customers.

What will I be doing?
As the Account Manager, you will work in the Hilton Worldwide Sales team with other Account Managers / Directors and you will be responsible for driving both group business and transient business into Hilton’s portfolio of hotels on a national and global basis. You will be responsible for a set number of accounts to penetrate across all segments of the business. The activities will include managing transient RFP's, driving group business conversions, organizing familiarization trips and presenting to customers on new hotel openings. You will also be responsible for identifying new accounts outside of your account base, negotiating CMTG agreements to drive shares and attend relevant tradeshows representing Hilton Worldwide.

As the Account Manager, you will be responsible for performing the following tasks to the highest standards:

Planning Activities

  • Develop the strategy and direction for the account base, in line with the company’s revenue strategies.
  • Have total account management focus, quickly identifying which segments of the business have the most opportunities to drive shares.
  • Identify and evaluate new business opportunities within current account base.
  • Execute strategic account development plans and support communications of key messages internally and externally.
  • Manage customer RFPs, increasing the number of solicited and accepted hotels, establishing procedures and processes in relation to managing the account portfolio to drive market shares.
  • Account for the delivery of strategies and activities of the account base.
  • Develop strong relationships with key hotels that receive business from the account portfolio, understanding the hotels individual strategies.

Organizing Activities

  • Implement plans to ensure overall strategic direction of the account base and support the company’s revenue strategies.
  • Manage the RFP process, ensuring the correct procedures are in place to support clients and drive business for Hilton.
  • Assign tasks and ensure the optimum allocation of resources, utilizing the Venue Finder and HWS coordinator.
  • Hold quarterly review meetings with key accounts to review business performance versus targets, identify opportunities and address related business issues.
  • Develop and drive sales initiatives to achieve account targets.
  • Ensure relevant updates are sent both to internal and external stakeholders.
  • Monitor and review the impact of marketing initiatives on the account strategy.
  • Establish and develop long term effective working relationships with key customers to drive business.
  • Network with sub-account handlers and global leads where relevant.
  • Strengthen relationships with key hotels and aligning strategies where relevant.
  • Maximize all opportunities by developing relationships with third parties (MICE agents and TMCs).
  • Build, implement and communicate the account strategies, delivering the expected targets.
  • Develop account plans that specify objectives timescales and sales activities to support the defined account strategy and ensure maximum opportunity for account penetration.
  • Identify the level of influence and decision-making power of contacts in the customer organization and use these to secure business.
  • Attend industry conferences and events.
  • Accountable for communicating the strategy, ADP and activities on a quarterly basis, along with relevant issues, opportunities and successes.

Staffing Activities

  • Ensure regular 1:1 is conducted with coordinator or venue finder as appropriate to accomplish goals.

Controlling Activities

  • Assess actual performance versus targets to ensure success and take corrective action where necessary.
  • Ensure account development plans are followed and achieved, providing feedback where necessary.
  • Ensure RFP processes are followed and in line with Hilton’s best practice.
  • Maintain a Salesforce to ensure accurate and up-to-date customer account information is kept.
  • Ensure information relating to customer requirements, interests and marketing activities are kept up to date through the use of relevant Hilton procedures.
  • Work with the support team (venue finder / coordinator) to ensure tasks are carried out as directed by the customer.
  • Provide accurate management reports to review account performance and communicate future plans.
  • Review customer base to determine new opportunities for account penetration.

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.

  • Communicate regularly with hotels to ensure productive and effective meetings are established, customer information cross referenced and relevant hotels are aware of the ‘Customer value’ when dealing with a tender coming from a specific customer.
  • Support the office head and AD to organize and participate in related sales activities, including China showcase, cluster sales calls, FAM trips, customer appreciation events, etc.
  • Attend sales workshops.
  • Be involved in various projects to support the Hilton Worldwide Sales team.
  • Support colleagues to achieve appointments with our clients for sales weeks.
  • Plan and attend the familiarization trips that are detailed in the account development plans to drive market share.
  • Additional supportive functions where appropriate.

What are we looking for?

The Account 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:

  • 3-5 years of related experience
  • Fluent in English
  • Possess a University Degree or experience in lieu thereof
  • Experienced working in multi-cultural or international settings
  • Excellent presentation and communication skills
  • Significant work experience in customer facing, revenue generating roles including management experience
  • Ability to take initiative to identify, prioritize and implement actions required to achieve functional goals
  • Strong problem-solving skills including ability to address any issue in collaboration with others, identify and prevent potential problems, developing problem solving skills in others
  • Good relationship management skills and professional presentation of self-image to customers and external contacts
  • Able to multi-task
  • Ability to direct and collaborate with cross-functional teams including external resources
  • Ability to analyze departmental financial data in order to make strategic and tactical decisions
  • Lead by example to resolve conflicts, introduce change and ensure collaboration among others
  • Demonstrate the highest standards of ethical behavior and absolute discretion with sensitive information
  • Capable of developing and mentoring others
  • Able to work independently and manage the work of others
  • Deliver performance feedback to subordinates to improve overall performance
  • Ability to adjust plans and priorities as situations change
  • Prioritize, organize and use a systematic approach to get things done.
  • Able to think and articulate a vision for business sales and capable of translating this into practical and tangible actions
  • Self-reliant, working with minimal control and direction
  • Take calculated risks to achieve results in consultation with immediate supervisor and other relevant team members
  • Work effectively as a team
  • Adapt quickly and positively to any new situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • Possess a Master’s Degree
  • 5-7 years of related experience
  • Hospitality industry experience preferred in Sales, Marketing, Revenue or Operating roles
  • In-depth knowledge of business sector management
  • International experience advantageous

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!


Account Manager, Hilton Worldwide Sales

Shanghai, China

Full-time, Indefinite

Start Date:As soon as possible

Latest start date:

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