The Senior Manager, Franchise Technology Services – Asia Pacific (APAC) plays a pivotal role in enabling franchisees and owners across the region to maximise the value of Hilton Technology ecosystem. This role partners closely with franchisees, owners, and internal stakeholders to drive technology adoption, resolve complex challenges, and ensure alignment with Hilton Technology standards. The position also supports brand development efforts by representing Hilton Technology capabilities to current and prospective owners.

HOW YOU WILL MAKE AN IMPACT

You will play a crucial role in collaborating closely with owners, franchisees, and their technology teams to optimise their utilisation of Hilton Technology. The position offers escalation management for technology support items, facilitating resolutions for complex issues. You will guide owners and franchisees on Hilton 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.

Franchisee and Owner Engagement

• Partner with owners, franchisees, and their technology teams to optimize the use of Hilton Technology

• Act as a regional escalation point for complex franchise technology issues, ensuring timely resolution using Hilton internal tools

• Provide technology proposals aligned to agreed service offerings and convert approved proposals into executed projects

Technology Standards and Compliance

• Measure and track franchisee compliance against Hilton Technology standards

• Guide franchisees on technology standards, best practices, and system integrations

Enablement, Training and Communication

• Design and deliver online workshops, clinics, and regional information sessions for the franchise technology community

• Develop materials, FAQs, and concise talking points to improve understanding and execution at hotels

• Maintain and continuously improve the team’s SharePoint site and digital communication channels

• Support Hilton’s Culture of Learning initiatives and broader organizational training efforts

Operations & Data Management

• Set up and maintain the team’s toolsets, ensuring continuous improvement and relevance

• Develop and maintain a regional contact database of franchise technology personnel, vendors, and installed systems

Stakeholder and Vendor Management

• Collaborate with internal Hilton teams to remove obstacles for franchisees

• Manage and leverage relationships with third-party vendors to ensure quality and cost-effective service delivery

• Influence the Hilton Technology landscape by proactively sharing structured franchisee feedback

• Collaborate with internal teams to establish a rapid triage and root-cause analysis process for common issues, ensuring that recurring problems are identified, assigned, and resolved at first contact to minimize repeat tickets and impact

• Maintain and regularly update system vendor support information and contact details, ensuring quick vendor engagement during system faults, maintenance, and upgrades

WHY YOU’LL BE A GREAT FIT

You have these minimum qualifications:

• 10+ years of professional work experience in Technology or related field

• Multilingual (English and Mandarin speaking is must)

• 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 occasionally

It would be useful if you have:

• 12+ years of professional work experience in Technology or related field

• Working knowledge of franchise technology set-up or hospitality experience

• 5+ years of experience with Hilton Hotel Technology Stack

• Project management capabilities

• Training skills

• SharePoint knowledge

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!