Senior Analyst, GRO

Position: Senior Analyst, GRO Support

Overview

Senior Analyst, GRO Support role n a commercial services team that drives sales, revenue management, call center, and analytics functions. This role is based at one of our corporate offices in Memphis, TN;
Dallas, TX, or Remote.

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. Programs and benefits include:

• Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
• Hilton Shares:
  Employee stock purchase program (ESPP) – 15% discount on Hilton shares
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources: free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Additional benefits available; learn more at the Hilton Benefits page

How You Will Make An Impact

Your role is important and the following 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 find 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 GRO, OnQ R&I, and Hilton Reporting Hub.

What Projects You Will Take Ownership Of

• Queue Productivity – Monitor common questions and themes to operate more efficiently. Identify gaps, create new procedures, elevate high-risk issues, and coach 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. Anticipate user questions, develop the steady state support plan, update and educate the wider team.

Minimum Qualifications

• Two (2) years of work experience in hotel operations, the travel industry, revenue management systems, or a technical support capacity.
• Experience with Excel (can maintain complex spreadsheets), Word, and PowerPoint.
• 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 of 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.

Legal Accommodations

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.

EEO Statement

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, and more. Hilton is an Equal Opportunity Employer and values diversity in the workplace.

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