Analyst, HSMx Service Desk
About The Position
The Analyst, HSMx Service Desk is part of Hilton’s in-house Hilton Supply Management (HSM) team, supporting Hilton brands, owners, operators, and third-party GPO customers across the United States, Canada, the Caribbean, and Latin America. Based at Hilton’s corporate office in McLean, Virginia, the Analyst is a first point of contact for hotel leaders across approximately 9,000 hotels. The role helps customers make effective use of HSM resources, tools, initiatives, educational materials, strategic action-planning tools, and guest-service programs, with the goal of increasing customer self-sufficiency, development, and success. The Analyst delivers virtual and phone support, coaches hotel leaders on Hilton and HSM resources and purchasing opportunities, and records support activity using tools such as Salesforce and Microsoft Teams. The role works with HSM teams and organizational partners to provide measurable support, promote best practices and supplier adoption, and identify supplier-based opportunities. It also conducts individual and group connections related to purchasing or supplier concerns, identifies trends, and works with a supervisor to develop and improve self-service tools.
Requirements
- At least one year of customer service-related experience.
Nice To Haves
- Bachelor’s degree.
- Two years of professional experience, preferably in hospitality or supply chain-related roles.
Responsibilities
- Deliver engaging virtual and phone support.
- Maintain accurate support activity records using platforms such as Salesforce and Microsoft Teams, contributing to reporting and data-driven decisions.
- Coach hotel leaders by asking appropriate questions and guiding them in using Hilton and HSM resources and purchasing opportunities.
- Execute assigned initiatives that support Hilton Supply Management’s business goals and Key Strategic Priorities.
- Partner with other HSM teams to provide impactful, measurable support and best practices that positively influence trends and supplier adoption.
- Leverage HSM partners across the organization to identify and execute supplier-based opportunities.
- Conduct strategic individual or group connections that positively affect purchasing or supplier concerns.
- Identify trends and partner with a supervisor to create and enhance self-service tools for industry leaders.
Benefits
- Access to 110 nights of discounted travel through the Go Hilton travel program, with room rates as low as $40 per night.
- Employee stock purchase program offering Hilton shares at a 15% discount.
- Paid parental leave for eligible Team Members, including partners and adoptive parents.
- Caregiving concierge services.
- Crisis Concierge support.
- Mental health counseling and support through the Employee Assistance Program for eligible Team Members.
- Paid time off.
- Health and welfare benefits, including health plans, dental coverage, and vision coverage.
- Retirement plans.
- Eligibility to participate in the Hilton Annual Incentive (Bonus) Plan, subject to plan terms and conditions.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
