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Analyst, Sales Governance at Hilton Global in Addison, Texas

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

***The location for this role can be Dallas, TX or McLean, VA preferred; Open to remote***

Hilton's Commercial Services organization is comprised of over 4,000 team members driving our sales, revenue management, call center, and analytics functions. These functions are the core of Hilton's "commercial engine" and are key to Hilton's ability to drive profitable growth.

What will I be doing?
Our Sales Governance team coordinates the administrative, auditing, reporting, and opportunity management efforts and processes of Hilton Sales' teams. The team is focused on ensuring that Hilton is the most sought-after sales partner in hospitality, by freeing up seller's time, driving efficiency, and establishing governance to enhance performance and inspire change.

Are you looking to be an integral part of the team supporting our sales group? Hilton is looking for an Analyst to support the automation, standardization, and governance necessary to drive our integrated support of the sales teams. You will apply a strong can-do demeanor and ability to identify/resolve issues and ensure that sales systems are reflecting accurate data/business processes. You will help take our support to the next level by proactively searching for challenges and working with hotels/partners/teams to reflect accurate data. This will help shorten selling timelines and drive efficiency and consistency across Hilton Worldwide Sales.

More specifically, you will:

  • Work cross-functionally with our hoteliers and sales teams to identify and lead resolution discrepancies in systems that are supported by our Sales Governance team
  • Provide email/case/phone support to customers in gathering and directing their needs
  • Proactively seek out and engage other teams on setting best practices and standard methodologies to ensure a consistent partner experience
  • Develop and improve processes for all support, administrative, and auditing processes
  • Create and maintain clear and concise documentation for all support, administrative, and auditing processes
  • Lead mailbox and monitor workflow with internal/external partners and team members with the consistent goal of meeting or exceeding SLAs
  • Have expert working knowledge of all relevant systems required to perform essential daily job functions as well as project-related tasks
  • Assist all customer inquiries/issues, user requests, policy/procedural inquiries, and escalated situations, and respond professionally with Best Practices regarding products and services, within stated authority
  • Develop and maintain constructive and collaborative working relationships with internal and external team members, key corporate personnel, and collaborators
  • Govern user management in Sales Governance Systems by adding and removing users, ensuring security protocols are maintained, and ensuring Roles/Profiles/Security settings are set accurately
  • Work alongside Governance Managers to assist in requirements gathering, discovery, testing duties, and reporting bugs or enhancement needs for Sales Governance Systems.
  • Conduct regular in-depth quality checks of Sales Governance Systems and identifies areas where audit initiatives are required
  • Coordinate and implement necessary cleanup initiatives related to quality checks and audits to ensure accuracy of information in all relevant systems and processes
  • Generate and deliver reports from data analysis
  • Gather, analyze, and use complex data to develop concrete steps that will improve processes and optimize results
  • Immerse and engage with business partners to understand data content and business requirements
  • Possess great interpersonal and client-handling skills, with the ability to lead expectations and explain technical details
  • Exercise sound judgment, balance workload and prioritize demands with the greatest impact
  • Assist in Governance efforts as needed in all systems led by the Sales Governance team

What are we looking for?
The success in this role will demonstrate itself through the following attributes and skills:

  • Self-starter who takes initiative in implementing goals, apply analytical skills, and possess flexibility
  • Accountable individuals who make great use of their time to provide extraordinary customer service, and communicate results and improvements
  • Strong communicator, doer, and solution-seeker
  • Has a passion for detail when creating a flawless report or responding to an email with the right amount of clarity, we are looking for someone who wants to get it right
  • Formulate, affect, expound, or implement management policies or operating practices
  • Carries out major assignments in conducting the operations of the business
  • Performs work that affects business operations to a substantial degree
  • Involved in matters that have significant financial impact
  • Team Member has the autonomy to waive or deviate from established policies and procedures when situations arise, but also the responsibility to bring to the team for solutioning

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

  • Three (3) years of travel industry or systems/product/project support experience
  • One (1) year of strong use of a computer, hardware, software, and analytical skills
  • One (1) year of Delphi or Salesforce experience
  • Three (3) years of advanced use of Microsoft Excel, Word, PowerPoint, and Outlook applications

It would be helpful in this position for you to demonstrate the following capabilities and distinctions:

  • BA/BS Bachelor's Degree
  • Advanced Excel skills (VLOOKUP, pivot table)
  • Salesforce Administrator or Advanced Administrator Certification
  • One (1) year of proficiency with Visio, Tableau, or MicroStrategy applications

What is it 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.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members' unique perspectives and voices-along with those of our Guests, Owners, Suppliers, and Partners-to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it's like to be on Team Hilton!

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of parental leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, travel insurance, a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $50,000-$75,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company. #LI-REMOTE

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