Michelle Murphy

Experience

• 

  Hilton

  Oct 2008 - now

  As the Director of Global Learning Experience, I excel in managing diverse relationships within Hilton's Learning & Development landscape, leveraging effective boss relationships, customer focus, peer collaboration, and a deep understanding of others to deliver impactful outputs and outcomes.Key responsibilities encompass:• Oversight of the scheduling, delivery, and evaluation of Brand and Sales Learning programs globally, leading a diverse delivery team to achieve an impressive 4.75/5 overall satisfaction rating in 2023 and a Net Promoter Score of 68.5.• Management of a learning support team adept at efficiently handling and problem-solving over 20,000 queries annually, enhancing the overall Team Member experience.• Collaboration with various stakeholders across L&D to raise the facilitation and production standards, ensuring our Team delivers best-in-class learning experiences, whether in-person or virtually.• Comprehensive team performance management, emphasizing approachability, emotional intelligence, and alignment with performance objectives.• Leadership in recruitment, onboarding, objective setting, performance management, and the inspiration of team members to foster a culture of excellence.• Active partnership on projects to ensure timely delivery and execution, emphasizing collaboration and collective success.• Skillful storytelling and data visualisation to effectively share the team's narrative with stakeholders, showcasing achievements and contributions to organizational success. Show less As the Director of Global Sales Learning, I have spearheaded impactful initiatives to enhance our sales team's capabilities:Engineered an accelerated version of our global sales program, catering specifically to Team Members with sales experience but new to Hilton. Collaborating with vendor partners and subject matter experts, I facilitated a seamless integration of their expertise into our learning and sales teams.Conceptualised, delivered, and launched two intermediate sales programs for experienced Team Members. This involved collaboration with experts from various commercial teams, fostering a holistic approach to skill development.Formed strategic alliances with HR Consultants to establish a bi-monthly coaching series for above-property teams on core subjects, cultivating a coaching culture within leadership and their teams.Spearheaded the introduction of micro-learning in the sales domain for the global sales team. This involved creating Team Member and Leader guides to support leader-led coaching, ensuring a comprehensive and effective learning experience.Demonstrated leadership by onboarding and mentoring a Team Member, guiding them in key priorities, and facilitating their promotion to Senior Manager in May 2022. Show less In my role as Director, Americas Sales Learning, I collaborate closely with the Global Director of Sales Learning to pioneer innovative programs spanning foundational to advanced levels, catering to both on-property and above-property sales teams. Leading a dynamic team, we deliver engaging instructional and virtual learning experiences customised to elevate the performance of our sales teams.Key achievements and responsibilities include:Spearheaded and led a content specialist team as a joint project leader for an award-winning foundational sales skills program, impacting over 2,000 team members in its first year. Impressively, 58% of the audience exceeded 110% of their sales goals, outperforming the global sales population by 22%.Developed the structure for global sales skills and abilities, ranging from foundational to expert levels, serving as a foundation for the next level of learning initiatives.Took the lead in designing and delivering a bi-monthly coaching series aimed at enhancing the skills of on-property sales leaders across various topics.Maintained global oversight of foundational sales learning from a scheduling perspective, effectively managing supply and demand dynamics.Pioneered Selling EventReady, a global program addressing event management in a pandemic world. I ensured its accessibility globally by translating the content into Chinese and provided monthly reporting on usage to regional leads.Currently spearheading the development of an accelerated program for experienced sales team members, designed to seamlessly integrate them into the Hilton Sales Process.Consulted with stakeholders to identify learning needs and provided recommendations on the most effective learning solutions.Collaborated with global peers on daily operations, project initiatives, the rollout of innovative programs, and organizing train-the-trainer sessions to ensure a cohesive and effective learning experience across the organization. Show less Core areas of responsibility were the continued development and rollout of consistent global sales training, working with the business stakeholders to identify opportunities to develop the sales teams to achieve business goals throughout EMEA, and collaborating closely with a peer in APAC to closely align the skills in that region as well.• Delivery of intermediate program called Negotiation to Yes to sales, revenue, and procurement team in EMEA. • Launched, Counselor Salesperson within EMEA as the new intermediate learning program for both property & above property. Later became expert certifier to coach other peers on delivery• Continued delivery and refresh of core foundational sales learning for Groups, Conferences & Events (GC&E).• Scheduling of all programs including marketing, tracking and management of data within the Learning Management System.• Monthly submission of tuition charges to central invoicing for collection of tuition.• Collaborate and partner with peers for annual sales conference and trade show in both EMEA & APAC. Show less Support Director in driving the value of GC&E to the business across EMEA.• Organize regional workshops including guest speakers, agenda, presentations, communications to estate and on the day coordination with hotels.• Analyze data to produce presentations and prepare leader to present at commercial strategy meetings• Identify skill gaps within the GC&E communication through analysis with business the business stakeholders and then delivery learning to close the gap.• Consolidate sales blitz data to produce summary to stakeholder groups• Responsible for the delivery & updates to the core development classes with the UK&I. • Deliver coaching to individual hotel teams Show less

  • Director, Global Learning Delivery (Experience)

    Sept 2023 - now

  • Director, Global Sales Learning

    Jan 2021 - Aug 2023

  • Director, America Sales Learning

    Jun 2015 - Dec 2020

  • Regional Learning Manager

    Jan 2012 - Jun 2015

  • GC&E Sales Development Manager

    Oct 2008 - Jan 2012