Specialist, Brand Support Center - Asia Pacific

The role reports to the Senior Manager, BSC - APAC. You will be the operational backbone of our brand initiatives, ensuring the seamless execution of brand guidelines and efficient project coordination, and will be responsible for addressing day-to-day queries (case management) from hotels and hotel leadership teams. As Team Members of the APAC BSC team, you will work collaboratively across the Brand Support team to activate support strategies aimed at improving initiative activation, resource and platform adoption, and enhanced delivery of service. Manage the cases received from the hotels independently. Maintain knowledge articles, proactively identify gaps, and fill knowledge gaps. Understand and align with the objectives of the Brand Support team to ensure effective application of brand knowledge, resources, and tools at the property level. Partner with the Manager and Subject Matter Experts (SMEs) to maximize the utilization and impact of centralized support components (e.g., Targeted Coaching Emails, The Lobby, SharePoint, BOOST action plans, Knowledge articles). Oversee the maintenance, updating, and distribution of job aids, resources, and content to support both team-specific and enterprise-wide initiatives. Ongoing training and implementation of brand programs and initiatives based on business needs, driving higher hotel adoption and engagement. Identify, report, and track knowledge gaps with clear status updates, ensuring proper follow-up actions are allocated and completed. Proactively plan and prioritize daily tasks to efficiently manage incoming requests and assigned projects, ensuring timely and successful delivery. How you will collaborate with others. Proactively identify opportunities for new or enhanced resources and training, collaborating with SMEs for development and delivery. Support managers in refining workflows and structures to improve the identification and resolution of knowledge gaps, escalation paths, and overall operational efficiency. Work cross-functionally to ensure alignment and coordinated execution of support activations. Continuously improve personal expertise by regularly participating in brand and corporate learning and development opportunities. Thrive in a fast-paced environment, maintaining an optimistic and solution-oriented can-do attitude toward all requests and tasks. Actively engage in field alignment activities to translate best practices into innovative and engaging resources that support the Brand Support team, properties, and above-property leadership. The successful candidate should possess the following attributes and be able to perform essential job functions. Excellent interpersonal and communication skills, coupled with a service-oriented mindset and strong team spirit. Highly responsive with the ability to discern and act upon urgent and important priorities effectively. Proven skill in multitasking daily responsibilities while managing escalations from multiple sources, able to set clear priorities and maintain transparent communication with all stakeholders. Strong analytical ability to identify inefficiencies and swiftly develop practical solutions. Sense of ownership and accountability takes charge of projects, communicates outcomes clearly, and proactively recommends improvements. Effective time management skills to ensure timely collaboration across cross-functional teams. Diplomatic and poised in all forms of communication with diverse stakeholders. Capable independently managing multiple projects and implementing appropriate tracking systems to ensure progress and accountability. Flexibility to work occasional overtime when required to meet critical deadlines. Self-motivated learner with demonstrated ability and enthusiasm to acquire new knowledge, tools, and systems. 1 to 3 years of related experience in a support, brand management, or coordinator role. Excellent organizational and project coordination skills, with a proven ability to manage multiple priorities and meet deadlines in a fast-paced environment. Proficient in Microsoft Office Suite (with advanced skills in PowerPoint and Excel). Basic knowledge of Power Apps, Power BI, and AI literacy is a significant advantage. Bachelor’s degree. 3 to 5 years of related experience. 2 years of management or supervisory experience. Professional business‑level fluency in written and spoken Japanese and/or Chinese, to support the review of playbooks and resources, as well as proofreading activities. Hotel working experience.