***This is a hybrid work schedule two days per week based in the Dallas, TX or McLean, VA corporate office***
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 an Analyst, Sales Support Governance, you will bring your technical skills to a hospitality company with an award-winning culture. On the Commercial Capabilities team reporting to the Manager, Sales Solutions, you will support projects including supporting Hilton Worldwide Sales in use of their sales system and governing data within the sales system.
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: 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
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 will be like:
Support the automation, standardization, and governance necessary to lead our holistic support of the sales teams.
Coordinate the administrative, auditing, reporting, and opportunity management efforts and processes of Hilton Sales' teams.
Activate a can-do attitude to resolve issues, ensuring that sales systems are reflecting accurate data/business processes. You will take our support to the next level by searching for challenges and working with hotels/partners/teams to reflect accurate data to help shorten selling timelines and guide efficiency and consistency across sales teams.
Focus on self-accountability to provide extraordinary customer service, and communicate direction, resolutions and improvements via email/case/phone support to customers with the right amount of clarity to meet their needs; we are looking for someone who cares about getting it right.
Conduct regular, in-depth quality checks of Sales Governance Systems and identify areas where audit initiatives are required.
Embrace the details by gathering data, generating reports, interpreting analysis and delivering reports and dashboards using complex data to develop actionable steps, improve processes and improve results.
Assist in projects across all systems managed by the Sales Governance team and support any additional job duties as directed while balancing workload and prioritizing demands with the greatest impact.
Strive for learning to maintain or expand on expert working knowledge of all relevant systems required to perform essential daily job functions and project-related tasks.
How you will collaborate with others:
Work cross-functionally with hotels and corporate teams to ensure that Hilton is the most sought-after sales partner in hospitality, by freeing up team member time, driving efficiency, and establishing governance to maximize performance.
Engage with governance and product teams to identify and lead resolution discrepancies in systems that are supported by our Sales Governance team.
Seek out other teams on setting best practice and standard methodologies to ensure a consistent partner experience.
Work alongside teams to assist in requirements gathering, discovery, testing and reporting bugs or enhancement needs.
Immerse and engage with business stakeholders to understand data, requirements and processes.
What projects you will take ownership of:
Create, maintain, and improve upon concise processes and documentation for all support, administrative, and auditing processes.
Manage mailbox and monitor workflow with internal/external partners and team members with the goal of meeting or exceeding SLAs.
Manage inquiries, user requests, and escalations by responding in a manner that upholds Hilton's values, and with best practices regarding products and services.
Govern user management in sales systems by adding and removing users and ensuring security settings are set to ensure security protocols are maintained.
Manage necessary cleanup initiatives related to quality checks and audits to ensure accuracy of information.
WHY YOU'LL BE A GREAT FIT
You have these minimum qualifications:
One (1) year of experience with use of computer software and/or data analytics.
Two (2) years of experience with direct customer support, with the ability to understand and explain technical details.
Two (2) years of travel industry and/or systems, product, or project experience.
Three (3) years of advanced use of Office applications including Excel formulas, Word formatting and PowerPoint deck creation and editing.
Hybrid work schedule two days per week based in the Dallas or McLean corporate office
Travel up to 20%
It would be useful if you have:
Expert Excel skills (formulas, Vlookup, pivots and more)
Salesforce Administrator Certification or at least one (1) year of Salesforce experience
One (1) year of proficiency with Microsoft Access/SQL/VBA/Visio, Tableau or MicroStrategy applications
WHAT IT IS LIKE WORKING FOR HILTON
Hilton, the #1 World's Best Workplace, is 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.
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.
