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Senior Analyst, GRO Support

2 months ago

Memphis, United States Hilton Full time

***This role is based at one of our corporate offices in Memphis, TN, or Dallas, TX*** This is your chance to be part of an in-house Commercial Services team that propels Hilton's sales, revenue management, call center, and analytics functions As a Senior GRO Support Analyst, you will bring your leadership, problem-solving, and technical skills to a hospitality company with an award-winning culture. On the GRO Support team reporting to the Manager, GRO Support, you will support internal and external partners utilizing today's pricing and inventory capabilities and projects which enhance these capabilities. HOW WE WILL SUPPORT YOU Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as: Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount Paid parental leave for eligible Team Members, including partners and adoptive parents Mental health resources including free counseling through our Employee Assistance Program Paid Time Off (PTO) At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. HOW YOU WILL MAKE AN IMPACT Your role is important and below are some of the fundamental job duties that make your work unique. What your day-to-day will be like: Troubleshoot system issues, ensuring data accuracy, and finding system configuration and usage opportunities across individual and portfolios of properties. Represent the team in cross-functional projects driving new and enhancing existing solutions to better support the capability once in steady-state. Lead efforts to directly and indirectly improve team delivery of exceptional customer experience. How you will collaborate with others: Liaise with project teams and other support teams to ensure communication, escalation paths, and appropriate knowledge are in place. Assess the support process, proactively seek opportunities for improvement, and actively contribute to the implementation of efficiencies. Additionally, ensure that all risks are escalated promptly to important partners. Maintain a knowledge of Hilton's Revenue Management business processes and systems including and not limited to, GRO, OnQ R&I, and Hilton Reporting Hub. What projects you will take ownership of: Queue Productivity – Our customers remain at the core of all actions. The Sr. Analyst team monitors common questions and themes to operate more efficiently. This includes determining gaps in current processes, creating new procedures, escalating high-risk issues, and coaching Analyst team members operationally. Revenue Management, Pricing & Inventory Capabilities - As capabilities are added and enhanced, the Sr. Analyst is the team's eyes and ears. They anticipate user questions, develop the steady state support plan, and update and educate the wider team. WHY YOU'LL BE A GREAT FIT You have these minimum qualifications: Two (2) years of work experience in hotel operations/travel industry or revenue management systems/technical support role You are experienced in Excel (can maintain complex spreadsheets), Word, PowerPoint Hybrid work schedule two days per week based in the Memphis, TN or Dallas, TX corporate office It would be useful if you have: BA/BS Bachelor's Degree Two (2) years of GRO system experience Two (2) years of work experience in one or more of the following areas: the travel industry, distribution systems, managing multiple projects, or technical/support development roles Two (2) years of experience managing multiple projects, goals, and deadlines Knowledge of other Hilton systems like OnQ FMS, PEAK, PEP, and TopDesk 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. #J-18808-Ljbffr