Analyst GRO Support

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: 

• Managing the customer service queue, responding appropriately with correct guidance on tickets logged by GRO RMS users and regional collaborators.
• Proactively identify tickets that need immediate escalation and provide timely resolution adhering to service level agreements of the team and Hilton.
• Actively participate in team Queue for knowledge sharing and seek assistance with challenging tickets in the queue.
• Act as second level of support for Revenue Management Systems and related business processes including, but not limited to, questions on System Functionality, Data Configuration, Conceptual/Analytical Questions, Forecast and Decisions Questions, Business Process, Forecast Validation, and Revenue Management Systems Workflows
• Complete ad hoc reports, audits, and analysis, when vital, on things including, but not limited to, System Usage, Escalated Support Calls, Data Cleanliness, and System Performance
• Ongoing learning of new capabilities launched in Revenue Management systems
• Learn the implementation and support processes as they vary by brand and region and modify style to achieve goals, specifically within the distinct brands and regions
• Maintain a good solid understanding of Hilton’s Revenue Management business processes by brand and the current systems including GRO, OnQ R&I, OnQ FM, DMPE, DELPHI, and PEAK tools.

How you will collaborate with others:

• Act as a liaison with vendor partner support teams like IDeaS – A SAS Company, Amadeus, OTA Insight and Rate Gain, etc. for third-party integrations within GRO, deactivations, when vital.
• Collaborate with key collaborators of the Platform Activation, New Hotels Openings, and RM (Revenue Management) Solutions Teams to support deployment of the latest GRO capabilities and improvements.

What projects you will take ownership of:

• Driving queue efficiencies and automation of repetitive tasks in the support queue.
• Review existing the GRO support standard methodologies and GRO Help section to ensure they remain relevant, effective, and efficient to meet changing business standards and processes.

WHY YOU’LL BE A GREAT FIT

You have these minimum qualifications:

• 1 year of work experience in Revenue Management, Hotel Operations, or Hotel Sales.
• You are Skilled with Microsoft Outlook, Excel, Word, and PowerPoint.
• Travel up to 10% (if applicable).

It would be useful if you have:

• BA/BS bachelor's degree
• Two (2) GRO Implementation execution experience
• Five (5) years of work experience in the travel industry, distribution systems, project management, or technical development roles
• Two (2) years of experience managing multiple projects concurrently
• Two (2) years of experience in a support role preferred
• Knowledge and understanding of additional systems including OnQ, Insider Reporting, and other Revenue Analysis tools
• Ability to proactively identify and prevent potential problems; ability to develop problem-solving skills among team members as appropriate
• Python and SQL skills

WHAT IT IS LIKE WORKING FOR HILTON

The future of hospitality is bright at Hilton: 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. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws. Hilton’s commitment to equal employment opportunity supports the attraction and retention of a diverse workforce that will enhance our effectiveness in attracting Team Members, customers, corporate partners, and owners.

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position 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.