Job Description

The Manager of Franchise Technology Services EMEA plays a pivotal role in supporting and maximizing the technological capabilities available to franchisees and owners within the region. This position involves spearheading targeted projects alongside franchisees to enhance technology adoption, offering dedicated support in resolving technology challenges, and maintaining consistent communication with franchisees and their technology teams to comprehend challenges and requirements. Additionally, the Manager collaborates with brand development teams, contributing expertise to promote the Hilton Technology stack to potential owners and franchisees.

What will I be doing?

This position plays a crucial role in collaborating closely with owners, franchisees, and their technology teams to optimize their utilization of Hilton Technology. Reporting to the Senior Director of Franchise Technology Services EMEA, the role actively contributes to departmental goals and objectives. Additionally, the position offers escalation management for technology support items, facilitating resolutions for complex issues. The Manager will guide owners and franchisees on Hilton’s technology standards and best practices, ensuring seamless integration into their operations. Responsibilities also include maintaining the team's websites and establishing effective communication channels with owners, franchisees, and their technology teams to comprehend day-to-day challenges.

This position will also be responsible for:

• Showcasing Hilton Technology to both current and potential owners
• Measure franchisees compliance against set brand technology standards
• Run online workshops and clinics for franchise technology community in the region educating on available technology and solutions
• Work with all internal Hilton teams to remove obstacles for a franchisee
• Setup and maintain the toolset used by the team and ensure constant evolvement of these.
• Define the process and support franchisees in the escalation management of technology tickets, use the Hilton internal tools to follow through
• Setup and maintenance of the teams SharePoint site providing all relevant technology information for franchisees; maintain and keep the site updated
• Create and keep updated a Contact-database of all relevant franchise technology personal and the technology companies they use as well as the installed systems
• take on board feedback from franchisees and influence Hilton Technology landscape Proactive
• Prepare and execute regular information events for franchisees in line with the teams objectives agreed
• Provide proposals to franchisees based on the agreed technology service offerings of the team and communicate these to franchisees – follow-up on proposals send in order to convert into projects
• Execute special projects based on franchisees orders, provide written report and follow up as required
• Manage/leverage relationships with third-party vendors ensuring quality & cost of service for franchisees
• Working with key regional business partners and franchisees to ensure the overall strategic direction of the teams are consistent with and supported by these areas.
• Implementing measurements to ensure effectiveness, usage and awareness of Hilton technology at franchisees
• Support the Culture of Learning initiatives and other organizational training.

Required Qualifications:

• Associate-degree / Apprenticeship / College Diploma or equivalent
• Previous professional work experience in Hospitality Technology or related field
• Multilingual (English & Arabic).
• Solid communication and presentation skills
• Structured and self-motivated
• Collaborative and objective in order to effectively solve problems.
• Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities
• Ability to travel internationally

Preferred Qualifications:

• Bachelor’s degree (BA) or equivalent experience
• ITIL qualification
• Significant professional work experience in Technology or related field
• Turkish language skills
• Working knowledge of franchise technology set-up
• Experience with Hilton Hotel Technology Stack
• Project management capabilities
• SharePoint knowledge

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

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