Hilton
Account Executive, Area Sales Office UK&I
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Account Executive, ASO UK&I
Putting the customer at the heart of what we do and making their lives easier is key to this role. The Account Executive, ASO UK&I will support the management and growth of a defined portfolio of Corporate, MICE and business development accounts, with a clear focus on driving demand into UK&I hotels and increasing Hilton’s share. The Account Executive will build strong account management capability, develop customer relationships, support account strategies and identify new opportunities, while working closely with Account Managers, Directors, hotels and support teams to deliver agreed targets.
RESPONSIBILITIES
The Account Executive will work within the ASO UK&I team to support transient and group business across Hilton’s portfolio of hotels. The role will manage a defined account base, contribute to account plans, support transient RFP activity, help convert group opportunities and present relevant Hilton updates to customers. The role will also include business development activity, including identifying prospective customers, supporting negotiations for transient and group opportunities and representing Hilton at selected customer meetings, trade shows and industry events.
Planning Activities
- Supports transient and group strategy for the assigned account base in line with Hilton revenue priorities.
- Uses a total account management approach to understand where the strongest opportunities exist across transient, group, meetings and business development activity.
- Identifies and evaluates new business opportunities within the current account base and agreed prospect accounts.
- Contributes to account development plans and supports communication of key actions, opportunities and updates internally and externally.
- Supports customer RFP activity, increasing the number of relevant solicited and accepted hotels to help drive market share.
- Follows agreed processes for managing the account portfolio, ensuring activity is accurate, timely and aligned to team priorities.
- Takes ownership for agreed actions and activities within the assigned account base, escalating risks or opportunities where appropriate.
- Develops strong working relationships with key hotels receiving business from the account portfolio, building understanding of hotel needs and commercial priorities.
Organizing Activities
- Implements agreed activity plans to support the strategic direction of the account base and Hilton’s revenue strategies.
- Manages the RFP process with guidance from the manager and support from RFP Support and Sales Support teams, ensuring procedures support the customer and drive business into Hilton.
- Coordinates tasks with Hilton Direct, Project Desk and Sales Support to ensure customer requirements are progressed efficiently.
- Provides clear and timely updates to internal and external stakeholders.
- Tracks the impact of customer activity and marketing initiatives on account performance.
- Builds effective working relationships with customers to understand needs, influence decisions and secure repeat business.
- Networks with sub-account handlers, global leads and internal stakeholders where relevant.
- Strengthens relationships with key hotels and aligns activity where it can support conversion and market share growth.
- Maximises opportunities by developing relationships with relevant third parties, including MICE agents and TMCs.
- Supports the creation, implementation and communication of account strategies, delivering agreed targets and activity goals.
- Develops practical Account Plans with clear objectives, timelines and sales activities to support account penetration.
- Identifies key customer contacts, influencers and decision makers, using this understanding to support conversion and relationship growth.
- Communicates account activity, opportunities, risks and successes on a regular basis, including quarterly account updates where required.
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Directing Activities
- Coordinates agreed actions with Sales Support, Hilton Direct and Project Desk, encouraging timely follow-up through clear communication.
- Reviews Account Plans regularly with their manager, updating Salesforce records accordingly.
- Supports account-specific marketing and customer engagement initiatives to help drive business.
- Contributes to marketing activity that underpins account strategies and supports increased market share.
Controlling Activities
- Tracks actual performance versus agreed targets, highlights gaps and takes appropriate corrective action with manager guidance.
- Follows Account Development Plans and provides updates on progress, risks and opportunities.
- Ensures RFP processes are followed in line with Hilton best practice and Salesforce guidelines.
- Maintains Salesforce to ensure accurate and up-to-date customer and account information.
- Keeps customer requirements, interests, activities and opportunities up to date in Salesforce.
- Works with support teams, including RFP Support, Sales Support, Hilton Direct and Project Desk, to ensure agreed tasks are completed for the customer.
- Provides accurate updates and reports to support account performance reviews and future planning.
- Reviews the customer base to identify opportunities for further account penetration and new business development.
Supportive Functions
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
- Attendance at sales workshops.
- Involvement in various projects to support the wider HWS team’s strategies.
- Additional supportive functions as appropriate.
- Supports colleagues with customer appointments, presentations and follow-up activity where required.
- Supports the planning and attendance of familiarisation trips detailed in account development plans to help drive market share.
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QUALIFICATIONS
The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation.
- Strong communication skills, including written communication, customer presentations and confident verbal updates.
- Ability to collaborate effectively with cross-functional teams and external contacts.
- Demonstrates high standards of ethical behaviour and discretion with sensitive information.
- Ability to take initiative, prioritise tasks and follow through on actions required to achieve agreed goals.
- Good problem-solving skills, including the ability to identify issues, work with others and recommend practical solutions.
- Ability to work independently while seeking guidance appropriately and keeping stakeholders informed.
- Ability to adjust plans and priorities as situations change.
- Prioritises, organises and uses a systematic approach to get things done.
- Commercial curiosity and the ability to translate customer needs and account insight into practical sales actions.
- Contributes positively when working with peers and wider team members.
- Builds strong relationships and presents a professional image to customers and external contacts.
- Able to manage more than one task or customer situation at a time.
- Adapts quickly and positively to new situations.
- Positive attitude and willingness to learn.
- Commitment to delivering a high level of customer service.
- Proactive sales approach with a focus on activity, conversion and results.
- Ability to work well under pressure and manage competing deadlines.
- Passion for sales and target-based performance.
- Flexibility to travel as required.
- Ideally has on-property hotel, reservations, sales support or corporate customer-facing experience.
Required Qualifications
- Experience in a customer-facing, sales support, hotel, revenue-generating or account coordination role.
- Proficient in Microsoft Office applications and comfortable using CRM or sales systems.
- Fluency in spoken and written English.
- Commitment to delivering a high level of customer service.
- Strong organisational and planning skills.
- Proactive sales approach and appetite to develop account management capability.
- Ability to work well under pressure and manage multiple priorities.
- Interest in sales, commercial performance and target-based working.
- Flexibility to travel
- Can demonstrate good problem-solving skills and a desire to achieve practical solutions.
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