Mark Zalar

About Mark Zalar

As a seasoned professional with over 16 years of experience in the travel and hospitality…

Experience

1. Manager, Global Vendor Performance

   Hilton

   Nov 2022 — Present

   Responsible for ensuring Hilton\'s Vendor Partners deliver personalized solutions that evoke a passion for travel and leave a lasting impression on every Hilton guest. In this role, my focus is on setting the strategy to bring our vision and cultural tenets to life. I lead partner teams in Legazpi, Philippines & Jaipur, India to deliver a world-class customer experience on behalf of Hilton by managing delivery partner networks, overseeing projects to track performance, and conducting onsite visits. My responsibilities extend to acting as an expert collaborator with my teams to assess, measure, and enhance performance and effectiveness. The primary objective of my team is to improve productivity and oversee all aspects of the partnership to ensure a friendly and reliable customer experience while enhancing revenue and optimizing costs. I work closely with other Vendor Managers, Learning & Development, and individual Vendor Partners to deliver initiatives that drive revenue growth and enhance customer experiences. I facilitate meetings with our Partners to ensure consistency in delivering programs across sites, identify new opportunities, and address low penetration areas to generate revenue and enhance customer experiences. In my role, I inspire and influence key stakeholders to significantly increase revenue and enhance the customer experience by establishing actionable performance improvement plans. I provide clear direction and leadership to the Vendor Partner teams, fostering a high-performance culture that meets or exceeds KPIs. I work within budget constraints to implement performance incentives and operational processes that drive overall commercial performance. Furthermore, I collaborate with Vendor Partner(s) to plan and conduct quarterly business reviews, and partner with Hilton\'s Leadership and WFM teams to develop innovative data analysis, tools, dashboards, and resources to gather insights that govern the partnership.

Skills

• Hotels
• Long-Term Customer Relationships
• Inventory Management
• P&L
• Customer Service
• Process Improvement
• Profit
• Loss Prevention
• Retail
• Customer Retention
• Employee Training
• Coaching
• Sales
• Car Rental
• Staff Supervision
• Customer Satisfaction
• Leadership
• Pricing
• Sales Management
• Insurance
• Event Planning
• Third Party Billing
• Rental Management
• Microsoft Excel
• Management
• Data Entry
• Team Building
• Rental Services
• Customer Experience
• Hiring
• Customer Oriented
• Reservations
• Marketing
• Hospitality
• Training