Senior Analyst GRO Support

at Hilton in Memphis, Tennessee, United States

Job Description

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

This is your chance to be a part of an in\-house Customer Experience team that’s using guest insights to evolve our industry\-leading channels and deliver personalized experiences\. As a GRO Support Analyst , you will bring your leadership, problem\-solving, 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 projects including the enhancement of pricing and inventory capabilities and the impact of these on our partners\.


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: 100 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 \(https://jobs\.hilton\.com/us/en/benefits\)

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\.


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:

+ Be the second level of support for Revenue Management Systems and related business processes including questions on System Functionality, Data Configuration, Conceptual/Analytical Questions, Forecast and Decisions Questions, Business Process, Forecast Validation, and Revenue Management Systems Workflow Expansion of Rate Levels, Full Pattern Length of Stay, Data Cleanliness Topics, SRP Attributes\.
+ Demonstrate the ability to serve as a Mentor to Analysts on the team, actively contributing to new hire training\.
+ Proficiently generate ad hoc reports, conduct audits, and perform in\-depth analyses across areas, including System Usage, Escalated Service, Support Calls, Data Cleanliness, and System Performance\.

How you will collaborate with others

+ Liaise with other support teams to ensure communication, escalation paths, and appropriate knowledge are in place\.
+ Assess the support process, proactively seek opportunities for improvement, and actively contribute to the implementation of efficiencies\. Additionally, ensure that all risks are escalated promptly to key partners\.
+ Maintain a knowledge of Hilton’s Revenue Management business processes and systems including and not limited to, GRO, OnQ R&I, and Hilton Reporting Hub\.

What projects you will take ownership of:

+ Queue Productivity – As a Sr\. Analyst, our customers remain at the core of all actions\. The Sr\. Analyst team monitors common questions and themes to operate more\. This includes determining gaps in current processes, creating new procedures, escalating high\-risk issues, and coaching Analyst team members operationally\.
+ Knowledge Management – A Sr\. Analyst will lead efforts to catalog, build, and improve team member training, support resources, and processes to help develop team expertise\. This includes system functionality, best practices, proper business channels, and investigation decision trees for supporting partners


You have these minimum qualifications:

+ Two \(2\) years of work experience in a support, hotel operations, or revenue management role
+ Hybrid work schedule two days per week based in the Memphis, TN, or Dallas, TX corporate office
+ You are experienced in, Excel \(can maintain complex spreadsheets\), Word, PowerPoint

It would be useful if you have:

+ BA/BS Bachelor’s Degree
+ Two \(2\) years of GRO system experience
+ Three \(3\) years of work experience in the travel industry, distribution systems, project management, or technical development roles
+ Two \(2\) years of experience managing multiple projects, goals, and deadlines
+ Knowledge of other Hilton systems like OnQ FMS, PEAK, PEP, and TopDesk


Hilton, the \#1 World’s Best Workplace, is a leading global hospitality company with a diverse portfolio of world\-class brands \(https://jobs\.hilton\.com/us/en/brands\) \. 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 \(https://jobs\.hilton\.com/us/en/blog\) and Instagram \(https://www\.instagram\.com/hiltoncareers/\) 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\.

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 \(https://cdn\.phenompeople\.com/CareerConnectResources/prod/HILTGLOBAL/documents/Applicant\\\Accommodation\\\and\\\Accessibility\\\Assistance\-English\-20230515\-1684253430519\.pdf\) if you require an accommodation during the application process\.

Job: Commercial Capabilities

Title: Senior Analyst GRO Support

Location: null

Requisition ID: COR014JS


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Job Posting: JC259342274

Posted On: May 04, 2024

Updated On: Jun 25, 2024

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