The Director, Brand Performance Support (BPS) - South East Asia (SEA) will serve as the main support contact for owners, management company representatives, and hotel leaders across SEA, fostering guest experience and hotel performance across franchised and managed properties. Reporting to the Senior Director, BPS - APAC and working closely with other enterprise stakeholders, this role bridges enterprise strategy and on-property execution by helping hotels activate Hilton brand initiatives, systems, tools, Hilton engine resources, and operational frameworks. The role is accountable for supporting portfolio performance from deal signing through the life of the asset by improving resource adoption, performance diagnostics, and practical guidance for hotel teams. You will collect and share best practices, monitor trends and opportunities, and collaborate across the enterprise to strengthen guest experience, commercial and operational results, brand standards delivery, owner engagement, and Hilton brand equity across the SEA portfolio.
You will partner with the APAC BPS team and SEA leadership teams to implement support plans and strategic initiatives that realize short, medium, and long-term performance objectives. You will lead the day-to-day delivery of support using multiple channels, including virtual, phone, and in-person engagement, applied situationally to individual hotels, owner groups, and market-level forums. You will support owners, management companies, and hotel leaders by developing and sharing best practice insights and resources, delivering performance and strategic consultative programming, and ensuring successful implementation of enterprise and brand initiatives on property. The successful candidate will be comfortable navigating complex stakeholder environments across diverse SEA markets and will use influence, credibility, and collaboration to gain consensus and drive performance outcomes.
ResponsibilitiesHOW YOU WILL MAKE AN IMPACT
Your role is important, and below are some of the fundamental job duties that make your work unique.
Serve as a key brand representative and advisor for SEA operational leaders, maintaining visibility on portfolio trends, market sentiment, risks, and opportunities, and escalating insights with recommended interventions to BPS Directors and the Senior Director, BPS - APAC.
Partner with SEA leadership, BPS Directors, and cross-functional teams including Commercial, Loyalty, Learning & Development, Hotel Openings, Strategic Brand Management, Development, and Design & Construction to ensure coordinated support for hotels and owners.
Activate and support adoption of Hilton systems, tools, Hilton engine resources, brand programs, and enterprise initiatives by translating strategy into clear resource guidance, practical job aids, communications, and training for hotel teams.
Conduct hotel and portfolio performance diagnostics using dashboards, data insights, and stakeholder feedback to identify root causes, prioritize interventions, measure adoption and outcome trends, and support tailored action plans that improve commercial, operational, and brand outcomes.
Support owners, management companies, franchise hotels, and managed hotel leaders from deal signing through the life of the asset, helping teams navigate Hilton support functions, brand expectations, escalation pathways, standards execution, and performance or operational improvement plans.
Support opening and ramp-up readiness for new and converting hotels by partnering with Hotel Openings, Commercial, and cross-functional teams to strengthen preparedness, system adoption, operational alignment, and early performance momentum.
Design, localize, and facilitate field-facing training, virtual sessions, workshops, tool walkthroughs, and regional forums that build hotel capability and improve adoption of Hilton frameworks, systems, and resources across diverse SEA markets.
Support delivery of key Brand Performance programs and events, including General Manager Brand Training (GMBT), Brand Connects, regional workshops, QA follow-up sessions, and Stay Improvement Plan (SIP) / Commercial Improvement Plan (CIP) / Honors Improvement Plan (HIP) action planning, ensuring appropriate follow-through with hotel and owner stakeholders.
Develop targeted communications and maintain owner-facing platforms and digital resources, ensuring messaging, content accuracy, usability, and data integrity enable owners and hotel teams to understand priorities, expectations, and available resources.
Enable two-way communication and feedback loops with hotel teams and owners, capturing insights, monitoring sentiment, sharing best practices, and identifying opportunities for broader adoption across the portfolio.
Support BPS Directors in owner engagement activities, including portfolio reviews, operational follow-through, waiver management, QA improvement planning, and participation in select owner-facing meetings or workshops.
Serve as an operational and strategic resource during key moments such as transitions, performance challenges, tool and brand program rollouts, initiative launches, training needs, and other priority support requirements.
WHY YOU’LL BE A GREAT FIT
You have these minimum qualifications:
- BA / BS / Bachelor's Degree
- 10 years of hospitality experience
- 5 years of related experience as hotel Executive Committee, General Manager, Area General Manager, Director of Sales, Revenue Management or similar organizational role
- 3 years of experience working with hotel sales teams
- Strong knowledge of both operational and commercial topics
- Highly tuned in to market trends and competitive environment
- Strong leadership and influencing skills – must be able to professionally lead and manage internal and external relationships successfully
- Collaborative team player, politically savvy, and great at building relationships across all levels of the business
- Agility to interpret evolving marketplace and landscape, and able to adjust ways of working to meet localised context to benefit and support stakeholders’ needs and expectations
- Strong networking capability and experience navigating diverse markets, ownership, cultural, and operating nuances across SEA
- Strong presentation and public speaking skills, as well as fluent written communications skills
- Ability to analyse hotel financial data as required to make strategic and tactical decisions
- Absolute discretion and confidentiality regarding sensitive information
- Strong problem-solving skills, including ability to effectively address any issue in collaboration with others as appropriate; ability to proactively identify and prevent potential problems
- Ability to evaluate and identify opportunities from a strategic perspective, including ability to develop, prioritize and implement plans to meet organization’s core strategic goals at a regional and local level
- Ability to work independently; includes the ability to recognize need for involvement of other teams/peers and capability to effectively facilitate that collaboration
- High level of proficiency working with Microsoft Word, Outlook, PowerPoint, and Excel; including presentation creation and delivery
- Ability to travel domestically and internationally across SEA and APAC as required; up to 50-70%
It would be useful if you have:
Multiple brand experience
7+ years of related experience
3+ years of corporate support role for multiple properties
Skills Required
- Bachelor’s degree
- 10 years of hospitality experience
- 5 years of related experience as a hotel Executive Committee member, General Manager, Area General Manager, Director of Sales, Revenue Management leader, or similar organizational role
- 3 years of experience working with hotel sales teams
- Strong knowledge of operational and commercial topics
- Knowledge of market trends and competitive environments
- Strong leadership and influencing skills
- Ability to build and manage internal and external relationships
- Collaborative, politically savvy approach and relationship-building skills across all business levels
- Ability to interpret evolving marketplaces and adapt to localized contexts
- Strong networking capability across diverse Southeast Asian markets, ownership structures, cultures, and operating environments
- Strong presentation, public speaking, and written communication skills
- Ability to analyze hotel financial data for strategic and tactical decisions
- Discretion and confidentiality when handling sensitive information
- Strong problem-solving skills and ability to proactively identify and prevent issues
- Strategic ability to identify opportunities, prioritize initiatives, and implement plans at regional and local levels
- Ability to work independently and facilitate collaboration with other teams
- Proficiency with Microsoft Word, Outlook, PowerPoint, and Excel
- Ability to travel domestically and internationally across Southeast Asia and APAC, up to 50–70%
- Experience with multiple hotel brands
- 7 or more years of related experience
- 3 or more years of corporate support experience for multiple properties
Hilton Compensation & Benefits Highlights
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Wellbeing & Lifestyle Benefits — The Go Hilton travel program offers up to 110 discounted nights per year, with employee room rates as low as $40 and additional friends-and-family and on‑property dining discounts. Select programs like Thrive Sabbatical and Thrive Reset provide paid time off with stipends for personal goals or recharge.
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Retirement Support — The U.S. 401(k) match is 100% on the first 3% of pay plus 50% on the next 2%, enabling up to a 4% employer match when contributing 5%. This delivers a clear, formula-based boost to long‑term savings.
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Parental & Family Support — New parents receive four weeks of fully paid parental leave, with birthing parents receiving an additional eight weeks for a total of 12 weeks. Adoption assistance and caregiving support resources are also available.
Hilton Insights
What We Do
Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 28 world-class brands comprising more than 9,400 properties and nearly 1.4 million rooms, in 144 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed over 4 billion guests in its more than 100-year history. Named as the No. 1 World’s Best Workplace by Great Place to Work and Fortune, Hilton aims to create the best culture for its 500,000 team members around the world. Hilton has introduced industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 260 million Hilton Honors members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone.
Why Work With Us
Hilton is proud to be recognized as the World’s Best Workplace by Great Place to Work and Fortune. At Hilton, every job makes the stay. Team Members can make an impact, be themselves, build new skills, grow their careers, explore opportunities around the world, and enjoy people-first benefits like Go Hilton travel discounts.
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With more than 9,400 hotels and properties in 144 countries and territories, plus corporate offices and teams around the world, Hilton offers opportunities to build a career in destinations and communities worldwide.
