Analyst, Sales Governance Job at Hilton
Analyst, Sales Governance
Hilton's Commercial Capabilities organization is comprised of 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 maximize performance and make things happen.
Are you looking to be an integral part of the team supporting our sales group? Hilton is looking for an Analyst based from either our Watford or Glasgow office (Hybrid working available) to support the automation, standardization, and governance necessary to drive our holistic support of the sales teams. You will utilize a strong can-do attitude and innate ability to identify/resolve issues and to 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.
- 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 practice 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
- Manage 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, responds professionally with Best Practices regarding products and services, within stated authority
- Develop and maintain constructive and cooperative working relationships with internal and external team members, key corporate personnel, and stakeholders
- Govern user management in Sales Governance Systems by adding and removing users, ensuring security protocols are maintained, 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 execute 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, interpret, and use complex data to develop actionable steps that will improve processes and optimize results
- Immerse and engage with business stakeholders to understand data content and business requirements
- Great interpersonal and client-handling skills, with the ability to manage expectations and explain technical details
- Exercise sound judgement, balance workload and prioritize demands with the greatest impact
- Assist in Governance efforts as needed in all systems managed by Sales Governance team
- Any other job duties as directed
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, utilize analytical skills and possess flexibility
- Accountable individuals who make great use of their time to provide extraordinary customer service,
- Strong communicator, influencer and solution-seeker
- Has a passion for detail when creating a perfect report or responding to an email with the right amount of
- Formulate, affect, interpret, 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
- Contributes to the employer 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
- High School Degree/GED
- Previous travel industry or systems/product/project support experience
- Experience of computer, hardware, software and analytical skills
- Salesforce / Delphi experience
- Advanced user of Microsoft Excel, Word, PowerPoint, and Outlook applications
- BA/BS Bachelor's Degree
- Advanced Excel skills (VLOOKUP, pivot table)
- Salesforce Administrator or Advanced Administrator Certification
- Proficiency with Microsoft Access/SQL/VBA/Visio, Tableau or MicroStrategy applications
What is it like working for Hilton?
Hilton is the world's leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every single day. And, our amazing Team Members are at the heart of it all!
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