Administrator, Client Success, EMEA & APAC

Administrator, Client Success, EMEA & APAC (EUR015QD)

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.

Work Locations

Hilton - Area Office - Glasgow 191 West George Street Glasgow G2 2LD

What will I be doing?

The Administrator, Client Success, INTL will provide comprehensive administrative, analytical, and operational support to the Client Success team, including ResMax and Meetings Simplified programs across both regions. This role will support the delivery of volume, revenue, conversion, and ADR premium targets by ensuring smooth coordination between internal teams, hotel partners, and delivery partners. The Administrator will be responsible for managing reporting processes, data accuracy, communications, and various administrative tasks that enable the team to focus on commercial growth and relationship management. This position requires strong analytical, communication, and organizational skills, with the ability to manage multiple projects in a fast-paced environment.

Responsibilities

• Support the development of both ResMax and Meetings Simplified programs across EMEA and APAC, in accordance with HRCC objectives and established budgetary parameters, as agreed with the Sr. Manager, Client Success EMEA & APAC.
• Act as the coordination point between hotels, HRCC offices, and delivery partner offices across EMEA and APAC, ensuring clear communication, accurate information flow, and timely resolution of any operational or revenue-impacting issues.
• Assist with onboarding communications for new hotels in EMEA and APAC, coordinating setup details, system access (including Delphi and Salesforce), and ensuring a smooth transition into the ResMax or Meetings Simplified programs.
• Prepare and distribute monthly data reviews on engagement, conversion, and enquiry levels across both regions, maintaining YTD trackers to analyze performance trends and identify opportunities or challenges.
• Conduct lost/turned down (TD) analysis for Meetings Simplified hotels with low conversion in EMEA and APAC, providing accurate data support and insight summaries for follow-up discussions with hotel teams.
• Manage and update the Meetings Simplified and ResMax Champions Master List, ensuring all tracking documents are current, including onboarding status, hotel contact details, and performance indicators for both regions.
• Create and update presentations, reports, and dashboards in support of business reviews, leadership updates, and client communications; support preparation for Weekly Business Reviews (WBRs) and regional meetings in EMEA and APAC.
• Assist with the creation and coordination of webinars, newsletters, and internal communications to highlight program updates, success stories, and engagement initiatives across both regions.
• Oversee and support the coordination of hotel visits, FAM trips, and virtual webinars, ensuring logistics, presentation materials, and communications are delivered accurately and on time for both EMEA and APAC audiences.
• Manage Salesforce records, including onboarding, tracking presentations and hotel data, updating contact information, and assigning ResMax inbox cases to the appropriate EMEA or APAC leads.
• Generate billing and financial reports, track key commercial metrics, and ensure all data is accurate and aligned with agreed-upon performance targets across EMEA and APAC.
• Perform test calls and accuracy assurance (AA) checks for properties as needed across both regions, ensuring service quality and compliance with HRCC standards.
• Support the preparation and distribution of hotel promotions, program updates, and performance summaries, ensuring consistent communication to internal stakeholders and delivery partners in EMEA and APAC.
• Provide data-driven insights and project coordination to help drive optimal guest experience, operational efficiency, and maximum revenue for hotel partners across EMEA and APAC.

What are we looking for?

• Excellent verbal and written communication skills
• Ability to analyze complex data and proficiency with business math and metrics
• Strong problem-solving skills and collaborative skills
• Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities
• Strong project management skills, including the ability to manage details through to completion and ensure project deadlines are met
• Proficient with Microsoft Office including PowerPoint, Excel, etc.
• Travel Industry experience with reservations, customer care, guest assistance or revenue experience

Minimum qualifications

• Experience in related hospitality, sales, analytics or administrative field
• Previous related professional corporate experience

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

• In-depth experience with Hilton Hotels or other major Hotel Company

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!