Manager HR Operations Standards

hace 1 semana

Ciudad de México Hilton A tiempo completo

Manager HR Operations Standards & Services CALA

**This role is located in our corporate offices in Mexico**

Our Global HR team partners with our business leaders to attract, retain, and develop Hilton's most important asset, our Team Members.

**What will I be doing?**

Reporting to the VP of HR, the Manager HR Ops Service & Standards leads the Forbes Certification process for our luxury portfolio by providing training, leadership, and hands-on property support resulting in the delivery of exceptional guest experiences. Crafts a comprehensive Service and Quality strategy ensuring that our hotels receive a year-long calendar of in-person, virtual, and hybrid learning opportunities. Influences the property's hiring, on-boarding, and orientation processes to ensure we select and engage oriented Team Members to deliver against our customer promise. Champions the hotel services standards evaluation, assessment, and feedback model, ensuring that hotels have detailed action plans and toolkits to improve service standards.

More specifically, you will:

- Advances Hilton's Customer Promise ensuring delivery of friendly and reliable guest experiences.
- Collaborates and leverages relationships and resources across the matrix organization to achieve key priorities.
- Partners with regional HRD, property HR, and GMs to establish service training goals.
- Researches, scopes, designs, tests, and facilitates service training content.
- Conducts property service audits and coordinates portfolio-wide Forbes Training and reports.
- Travels to different locations to track hotel progress, validate training and provide direction.
- Identifies and networks with external training partners to improve service delivery on property.
- Celebrates and recognizes team and individual successes.

**What are we looking for?**

The success in this role will demonstrate itself through the following attributes and skills:

- Cultural Adaptability with high interpersonal abilities, adjusting to subtle nuances in country norms and behaviors.
- Cross-functional collaborator who leverages Subject Matter Experts (SMEs) to create outcome-based learning experiences.
- Skilled writer who can confidently write about technical concepts and distill complex topics into digestible information.
- Collaborative and assists with CALA-wide Team Member initiatives.
- Effective time management skills and ability to balance competing priorities.
- Effectively communicates with all levels of the organization, conceptualizing and designing presentations with delivery in both English and Spanish.
- Ability to create compelling presentations to influence and persuade different audiences

**To fulfill this role successfully, you should demonstrate the following minimum qualifications**:

- Must have a minimum of five (5) years experience in Training with three (3) years of hotel operations managing large employee populations, preferably with a multi-location hospitality employer.
- Experience creating and executing successful Forbes Service Standards Strategies as evidenced by recent 5-star awards.
- Must be culturally sensitive, display high interpersonal skills, and be comfortable with the caveats and complexities of the Caribbean/Latin American market.
- Must be fully bilingual (English/Spanish). Able to conduct business in both languages seamlessly.
- Travel 60%
- Strong knowledge/comfort level with electronic/digital/ social media platforms
- Experience within a Corporate or Matrix organization

**What is it like working for Hilton?**

The future of hospitality is bright at : a leading global hospitality company with a diverse portfolio of. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World's Best Workplaces.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members' unique perspectives and voices-along with those of our Guests, Owners, Suppliers, and Partners-to cultivate a environment for all. Check out the and to learn more about what it's like to be on Team Hilton

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