Manager, Global Revenue Optimization (GRO) Support APAC

Job description

Position Statement

Our Commercial Solutions Support team is responsible for first-line hotel support for the Global Revenue Optimization (GRO) system and other revenue management systems and tools within the Hilton global portfolio.

 

What will I be doing?

The primary purpose of this position is to manage GRO deployment support activities, design and supervise team processes and deadlines, and develop new team member talents to enable revenue optimization of Hilton hotels through GRO. The position also acts as a Hilton liaison to the Vendor supporting GRO and assists and works with external departments within the corporation. The role also involves evaluating the quality of GRO knowledge at hotels, including deploying GRO to hotels. Examples of duties include managing internal and external team activities and deadlines, supporting revenue management, and coordinating the development of automated reporting and analysis to optimize Hilton.  Leading research and studies into new products and methods, interfacing with vendors, corporate personnel, overseeing development and implementation plans to roll out new functionality, and working to define and communicate revenue management philosophies to property personnel and other Hilton departments. 

 

More specifically, you will:

•                      Lead internal and external resources on projects by delegating tasks as appropriate.

•                      Provide clear and succinct instructions on what is expected to be delivered and who is responsible for all projects.

•                      Review and action departmental activities and expenses to ensure optimal performance.

•                      Ensure appropriate talent is identified in conjunction with department staffing plans.

•                      Develop and challenge staff to achieve higher professional expertise and career growth.

•                      Work within the departmental budget.

•                      Provide leadership in liaising with the management/point of contact with IDeaS and other third-party providers, such as STR and Amadeus.

•                      Creating new process development and delivering innovative solutions for new business needs.

•                      Plan and manage systems development, testing, controls, programs and projects utilizing best practice methodologies to ensure customer satisfaction, project timeliness and maximum effectiveness.

•                      Provide decision support for key RMCC and Brand revenue management stakeholders by enabling analytical capabilities and ensuring proper controls exist to optimise revenue.

•                      Provide direction to team members in performing their duties by establishing work priorities to achieve departmental objectives.

•                      Lead and participate in analytical department discussions and resolutions regarding important measurement formulations, RM standards and procedures, and property performance evaluation criteria.

•                      Designs and manages team member processes and deadlines to assist hotels and train corporate and property personnel.

•                      Provide oversight for the ongoing development of key process indicators to ensure operations are operating effectively and efficiently.

•                      Ensuring compliance with Corporate policies, departmental guidelines and business process best practices by monitoring teams and properties.

•                      Identification of risks or issues that may have a negative impact on the department’s progression, dates, cost or scope.

•                      Develop and review the Revenue Management Systems release communication to ensure best practices and procedures, and that the Revenue teams are informed of changes.

•                      Determine the staffing needs and oversee the recruiting, selecting, hiring, development and exits of team members.

What are we looking for?

The success in this role will demonstrate itself through the following attributes and skills:

•                      Collaborative and organized teammates, who build positive relationships and trust.

•                      Creative thinkers, who strive to gain the latest knowledge of hospitality industry trends, competitive pricing, and new product offerings.

•                      Multi-taskers, who manage multiple projects and priorities with a cool head under time constraints, effectively execute concurrent demands.

•                      Persuasive communicators who will positively influence Hilton’s partners and communicate effectively at all levels.

•                      Self-starters, who take initiative in implementing goals, utilizes analytical skills, and possess adaptability to change.

•                      Accountable individuals who effectively communicate results and recommend improvements.

•                      Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities.

•                      Consistently demonstrates Hilton values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.

 

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

•                      Five (5) years of work experience in a support, hotel operations or revenue management role.

•                      Hybrid work schedule two days per week based in the corporate office.

•                      Drive to problem solve and eagerness to assist hotels and stakeholders in researching and resolving questions and issues.

•                      Experienced in Microsoft Office365 suite.

 

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

•                      BA/BS Bachelor’s Degree.

•                      Three (3) years’ GRO system experience.

•                      Five (5) years’ experience in the travel industry, distribution systems, project management, or technical development roles.

•                      Two (2) years’ experience managing multiple projects, goals and deadlines.

•                      Two (2) years’ experience in a support role preferred.

•                      Knowledge of other Hilton systems like OnQ FMS, PEAK, PEP and TopDesk.

•                      Ability to proactively identify and prevent potential problems; ability to develop problem-solving skills among team members as appropriate.

•                      Ability to learn new systems and processes with ease.

 

What will it be like to work 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!