Position Statement
Our Commercial Solutions Support team is responsible for first-line hotelsupport for the Global RevenueOptimization (GRO) system and other revenue management systems and toolswithin the Hilton global portfolio.
What willI be doing?
The primarypurpose of this position is to manage GRO deployment support activities, designand supervise team processes anddeadlines, and develop new team member talents to enable revenue optimization of Hilton hotels through GRO.The position also acts as a Hiltonliaison to the Vendor supporting GROand assists and works with external departments within the corporation. Therole also involves evaluating the quality of GRO knowledge at hotels, includingdeploying GRO to hotels. Examplesof duties include managing internal and external team activities anddeadlines, supporting revenue management, and coordinating the development of automated reporting and analysis to optimize Hilton.Leading research and studies into new products and methods, interfacingwith vendors, corporate
personnel, overseeing development and implementation plans to roll out new functionality, and working to defineand communicate revenue management philosophiesto property personnel and other Hilton departments.
More specifically, you will:
• Lead internal and external resources on projects by delegating tasks as appropriate.
• Provide clear and succinct instructions on what is expected to be delivered and who is responsiblefor all projects.
• Review and action departmental activities and expenses to ensure optimalperformance.
• Ensure appropriate talent is identified in conjunction with department staffingplans.
• Develop and challengestaff to achievehigher professional expertise and career growth.
• Work within the departmental budget.
• Provide leadership in liaising with the management/point of contact with IDeaS and other third-party providers, such as STR andAmadeus.
• Creating new processdevelopment and delivering innovative solutions for new businessneeds.
• Plan and managesystems development, testing,controls, programs and projects utilizing best practicemethodologies to ensure customer satisfaction, project timeliness and maximum effectiveness.
• Provide decision supportfor key RMCC and Brand revenue management stakeholders by enabling analytical capabilities andensuring proper controls exist to optimise revenue.
• Provide direction to team membersin performing theirduties by establishing work priorities to achievedepartmental objectives.
• Lead and participate in analytical department discussions and resolutions regarding important measurement formulations, RM standards andprocedures, and property performance evaluationcriteria.
• Designs and managesteam member processes and deadlines to assist hotels and train corporateand property personnel.
• Provide oversight for the ongoingdevelopment of key process indicators to ensure operations are operating effectively and efficiently.
• Ensuring compliance with Corporate policies,departmental guidelines and business processbest practices by monitoring teams and properties.
• Identification of risksor issues that may have a negativeimpact on the department’s progression, dates, cost or scope.
• Develop and review the RevenueManagement Systems releasecommunication to ensure best practices and procedures, and that theRevenue teams are informed of changes.
• Determine the staffingneeds and overseethe recruiting, selecting, hiring, development and exitsof team members.
What are we looking for?
The success in this role will demonstrate itselfthrough the following attributes and skills:
• Collaborativeandorganized teammates, who build positive relationships and trust.
• Creative thinkers, who strive to gain the latest knowledgeof hospitality industrytrends, competitive pricing,and new product offerings.
• Multi-taskers, who managemultiple projects and priorities with a cool head under time constraints, effectively executeconcurrent demands.
• Persuasive communicators who will positively influence Hilton’s partnersand communicate effectively at all levels.
• Self-starters, who take initiative in implementing goals, utilizes analytical skills, and possessadaptability to change.
• Accountable individuals who effectively communicate results and recommend improvements.
• Ability to work well under pressure and effectively handlemultiple, concurrent demandsand appropriately prioritizeresponsibilities.
• Consistentlydemonstrates Hilton values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
To fulfill this role successfully, you shoulddemonstrate the following minimum qualifications:
• Five (5) years of work experience in a support,hotel operations or revenue management role.
• Hybrid work scheduletwo days per week basedin the corporate office.
• Drive to problemsolve and eagerness to assist hotels and stakeholders in researching and resolvingquestions and issues.
• Experienced in MicrosoftOffice365 suite.
It would be helpfulin this positionfor you to demonstrate the following capabilities and distinctions:
• BA/BS Bachelor’s Degree.
• Three (3) years’ GRO systemexperience.
• Five (5) years’ experience in the travelindustry, distribution systems,project management, or technicaldevelopment roles.
• Two (2) years’experience managing multipleprojects, goals and deadlines.
• Two (2) years’experience in a support role preferred.
• Knowledge of other Hilton systemslike OnQ FMS, PEAK, PEP and TopDesk.
• Ability to proactively identify and preventpotential problems; abilityto develop problem-solving skills among team members as appropriate.
• Ability to learnnew systems and processes with ease.
What willit be like to work for Hilton?
Hilton, the #1World’s Best Workplace, is a leading global hospitality company with a diverseportfolio of world-class brands. Dedicated to filling the earth with the light and warmthof hospitality, we have welcomedmore than 3 billion guests in our more-than 100-year history. Hilton isproud to have an award-winning workplace cultureand we are consistently namedamong one of the World’sBest Workplaces. Check out the Hilton Careers blog and Instagram to learn moreabout what it’s like to be on TeamHilton!
