Analyst, Hotel Digital Strategy & Support

Description

***This role is based at one of our corporate offices in Memphis, TN, McLean, VA, or Dallas, TX***

This is your chance to be part of the Marketing team that liaises directly with our portfolio of over 7,000 hotels globally, focused on elevating hotel's digital expertise to drive stronger consumer engagement. As an Analyst, Hotel Digital Strategy & Support, you will support the team in ensuring hotels are connected into, and compliant with, Hilton’s social requirements. On the Hotel Digital Strategy & Support team reporting to the Manager, Hotel Digital Strategy, you will work on projects including WhatsApp rollout, hotel onboardings and Meta support.

HOW WE WILL SUPPORT YOU

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. 

**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

Requirements

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Establish and maintain hotel support solutions for social platforms, including processing tickets, creating/maintaining written resources, and training internal stakeholders.
• Maintain hotel communication points of contact, including online forums, inbox, and self-service content on platforms, in support of team priorities.
• Facilitate buildout/enhancement of intake request forms for team, collaborating with developers from brief to go-live phases.

How you will collaborate with others:

• Represent team technical needs to Service Now developers to brief and maintain hotel intake forms.
• Represent the team as the technical social media subject matter expert for hotels across internal and cross-functional teams, including identifying and creating resources, and training.
• Collaborate with regional marketing teams to maintain hotel onboarding/ offboarding processes and resources.

What projects you will take ownership of: 

• Manage all hotel support requests, and identify trends/ opportunities to inform team’s operating model.
• Team representative for global rollout of hotel messaging functionality.
• Deliver monthly report of support requests and outcomes.

WHY YOU'LL BE A GREAT FIT

• You have these minimum qualifications:
• One (1) year of work experience in digital marketing, social media, or a related field
• One (1) year of experience supporting new processes and protocols management
• Ability to identify opportunities and propose solutions
• Travel up to 10%.

It would be useful if you have:

• Three (3) years of work experience in digital marketing, social media, or a related field
• Experience with technical aspects of Meta business accounts
• Facebook Blueprint Certification
• Experience working in ServiceNow, or a similar software solution
• Experience with X, LinkedIn, YouTube, TikTok or other major social media platforms
• Customer service experience

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. 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. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws. 

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law.  Please contact us if you require an accommodation during the application process.