Analyst, Guest Experience

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POST DATE 9/13/2016
END DATE 10/12/2016

Hilton Hotels and Resorts Mclean, VA

Mclean, VA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


The Analyst, Guest Experience will report to the Senior Manager, Guest Experience and will support high-impact, strategic initiatives across the Global Brands organization. The primary focus is to lead end-to end product management and support for the Satisfaction and Loyalty Tracking (SALT) survey program and Social Media Review Site tracking capability. The secondary focus of this role is to provide reporting and analytical support for key guest experience initiatives to direct supervisor and managers of Guest Experience team. The Analyst will work across multiple disciples in the business (brand performance support, brand hospitality, IT, external vendors, marketing) and have broad impact to all 60,000 users of voice of customer capabilities. The Team Member in this position must be able to think analytically, operate with disciple/independently and act with confidence. What will it be like to work for this Hilton Worldwide Brand? Hilton Worldwide 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 Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton Worldwide is dedicated to continuing its tradition of providing exceptional guest experiences across its thirteen global brands, which include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, Canopy by Hilton, Curio - A Collection by Hilton, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Tru by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors(R). If you appreciate the impact global travel can have on the world and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Hilton Worldwide Team Member. What will I be doing? The Analyst, Guest Experience will manage and optimize several aspects of the SALT & Review Site program reporting site. The Analyst will also support analytical initiatives by extracting, analyzing and interpreting guest experience data to present insightful information to key stakeholders, including brands, brand ops, product innovation and HHonors teams, supporting these groups with: * Brand health / guest experience overview * Initiative development and tracking (including pilot design) * Isolating root causes of issues * Identifying emerging macro trend Other key priorities are listed below: * Ongoing training development and maintenance of resource documents * Manage Guest Experience tool related questions and investigations * Aggregate property and stakeholder feedback from several sources to suggest, implement and announce improvements to the reporting tool and capabilities * Vendor management of Premium Support and change management processes * Data validity and sample health of SALT through collaboration with IT, GPM, Medallia etc. Hilton World Wide Inc. is acting as an Employment Agency in relation to this vacancy.