Senior Analyst, GRO

Position: Senior Analyst, GRO Support

*** This role is based at one of our corporate offices in Memphis, TN;
Dallas, TX, or Remote***

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 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.

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: 110 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)
• Learn more about the rest of our benefits ()

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.

** Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

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 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:

• Collaborate with project and support teams to establish clear communication channels, defined escalation protocols, and ensure the necessary knowledge and resources are shared.
• Assess the support process, seek opportunities for improvement, and 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 systems including and not limited to, GRO, OnQ R&I, and Hilton Reporting Hub.

What projects you will take ownership of:

• Queue Productivity – 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, develops the steady state support plan, updates and educates the wider team.

WHY YOU'LL BE A GREAT FIT
You have these minimum qualifications:

• Two (2) years of work experience in hotel operations, the travel industry, revenue management systems, or a technical support capacity.
• Experience in Excel (can maintain complex spreadsheets), Word, and Power Point
• Hybrid work schedule two days per week based in the Memphis, TN or Dallas, TX corporate office
• Proficiency in programming or data science: SQL or Python or R

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 the following areas: distribution systems, project management, or development roles
• Knowledge of other Hilton systems like OnQ FMS, PEAK, PEP, and TOPdesk
• Two (2) years of experience in Salesforce

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse…