Manager, Brand Operations

2 weeks ago

Singapore Hilton Full time
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight.

From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget.

In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.


If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member.

Because it's with Hilton where we never forget the reason we're here:
to delight our guests, Team Members, and owners alike.

The Hilton portfolio of hotels is comprised of 19 industry-leading and world-class brands.

A dedicated team of industry experts in the domains of hospitality, brand management, innovation, food and beverage, wellness, owner relations, and more, lead our Brands organization with the steadfast goal of strengthening and growing the Hilton portfolio.


This position will directly support the Director, Brand Operations to establish the Brand Operations function in Asia Pacific (APAC), launching and evolving operations to protect the integrity of our hotels across the APAC portfolio of Brands.


The ongoing scope of this position will be to directly work and liaise with the key Quality Assurance (QA) partners (third party operators, Architecture, Construction & Design, and global Brand Operations counterparts including technical developers) to create and execute strategy for an APAC Quality Assurance model.


You will maintain and evaluate reports, procedures and systems to ensure continuous efficiency and effectiveness, enabling healthy brand compliance in APAC, providing value for the department to meet the company's core strategic goals.

The position will ensure effective auditing direction in terms of key metrics, specialized audits, and brand standards.

You will oversee, training requirements, reporting & resource needs, day to day coordination of teams, scoring model updates, UAT testing of QA systems, maintenance & updating QA checklists.

As well participate in any projects deemed necessary, working directly with APAC Director, Brand Operations supporting the direction & portfolio health of the Brands in APAC.


This position will include the maintenance of Product Improvement Plans (PIP) tracking and Fixed Renovation Cycle Management (FRCM) procedures aligned with Brand and Development guidelines.


You will liaise closely with Brand Performance Support teams, resourcing for their engagement with ownership and management companies to ensure delivery of product quality at our hotels.

This may also include identifying and preparing hotel, management company and stakeholder communications, meetings and events.

What will I be doing?
As the Manager, Brand Operations - APAC, you will be responsible for performing the following tasks to the highest standards:

  • Strong communication skills to provide QA support and guidance for owners, operators, general managers, vendors, and corporate liaisons.
  • Share routine feedback and evaluations with appointed QA TPO to assess quality, relevance and trend of process and methodology.
  • Effectively communicate brand standard compliance, QA, brand protocol, procedures, and improvement plans.
  • Review, edit and maintain related checklists, brand standards and reports to ensure up to date.
  • Assist to identify trends and opportunities for systems, including but not limited to Brand Operations Support System (BOSS), process and implementation integration.
  • Address inquiries and communications made internally, both verbally and in written communications inclusive of inquiries from General Managers, Auditors, Owners, Senior Directors, Vice Presidents, Brand teams, Architecture, Design & Construction, and Human Resources.
  • Manage consistency exercises, assist with meeting content, preparation, and presentation, and participate in cross exposure activities are required.
  • Manage expenses incurred from travel and operations based upon monthly and yearly goals.
  • Complete projects as assigned by Brand Support and Operations.
  • Attend conferences and meetings as assigned by leadership.
  • Successfully multitask during travel and office time, while demonstrating robust knowledge of hotel operations, including front and back of the house operations, including F&B; operations, product replacement cycles, renovations, and physical upgrades in addition to all relevant brand standards.

What are we looking for?


A Manager, Brand Operations - APAC 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:

  • Proven track record that demonstrates auditing knowledge, high coordination levels, an

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