Analyst HSMx Service Desk

Profile

***This role is based in our McLean, VA corporate office***

Hilton Supply Management (HSM) is the largest global hospitality-focused organization that supports our brands, owners, and operators. With 6 billion dollars of spend influence and over 2000 suppliers, this function has transformed how supply chain and procurement adds value to the hospitality industry. HSM is a strong partner to all our brands, helping influence and drive programs with unique and distinctive products and services. HSM is proud of its diverse and skilled team members worldwide that also give back to the community by supporting aggressive sustainability, supplier diversity, and responsible sourcing goals.

The Hilton Supply Management Service Desk is the first point-of-contact to help hotel leaders across all Hilton brands in additional to 3rd party GPO customers in the U.S., Canada, Caribbean, and Latin America optimizing the vast resources, tools & initiatives which HSM provides to operators.

What will I be doing?

As an Analyst on the Hilton Supply Management Service Desk, you will be responsible for providing front-line responsive, customized, and proactive customer support in a way that increases the self-sufficiency, development, and success of our customers. By offering ad hoc coaching, you will assist customers in identifying supplier and product options and sales opportunities. You will partner with other HSM teams to provide impactful and measurable support and standard processes that positively influence trends and supplier adoption.

More specifically, you will:

Report to the Director, HSMx Service Desk. Accountability for the Analyst role can be summarized as follows:

Manage cases through Salesforce via email and telephone.

Ensure the customers’ day-to-day needs are met while identifying viable opportunities for critical initiatives, crafted to improve customer experience and operational and financial performance.

Leverage a vast understanding of supplier relationships, HSM programs, and work with internal teams to resolve any case escalations.

Uncover trends and partner with internal teams to enhance self-service tools for customers to minimize unnecessary volume at the service desk.

Process NHOGs (New Hotel Order Guide) to assist new build properties order their opening supplies.

Offer guidance to operationalize HSM initiatives.

What are we looking for?

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

Strong analytical skills and an inquisitive mindset.

Open-minded, coachable, and dedicated.

Hands-on experience with hotel operations, supply management, and customer service.

A proven track record of influencing measurable change and delivering results by coaching others.

Strong knowledge of supply chain tactics and hotel operations topics.

Competency in training, facilitation, and consultation to influence behavior change.

Ability to direct multiple tasks simultaneously as/if required.

Ability to work across the enterprise with a high degree of diplomacy and collaboration.

Strong written and verbal communication skills with the ability to listen and communicate goals and expectations.

Strong interpersonal skills and possession of a full understanding of professional and business ethics.

Strong command of Microsoft Office and Salesforce.

Willingness to manage additional projects and assignments.

Self-Starter, who can adapt to change quickly with positive and optimistic outlook.

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

One (1) year of customer service and/or hospitality-related internship or professional experience

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

BA/ BS Bachelor’s Degree

Two (2) years of supply chain and hospitality experience

What is it like working for Hilton?

The future of hospitality is bright at Hilton (https://www.hilton.com/en/): 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.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits (https://jobs.hilton.com/us/en/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 (https://jobs.hilton.com/us/en/diversity-home2) environment for all. 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!

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.

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Job: Supply Management, Procurement, Purchasing, and Receiving

Title: Analyst, HSMx Service Desk

Location: null

Requisition ID: COR013RR

EOE/AA/Disabled/Veterans

Company info

Hilton Worldwide
Website : http://www.hiltonworldwide.com