**Position is Hybrid**
This position provides direction and strategic leadership in a high volume financial shared services environment supporting an exciting collection of hotel properties across North America. This leader oversees the activities of a dynamic group of team members and is the liaison with our hotel leaders and guests/clients of our hotels. Maintaining strong internal controls while driving high levels of team member engagement and satisfaction of all stakeholders is of paramount importance. This Senior Manager is a results-driven professional who directs the activities of the Billing Services Managers to deliver our brand promise of extraordinary customer service to our hotels and to our team members. The Senior Manager of Billing Services reports to the Director of Billing Services.
Essential Functions & Responsibilities:
Upholds all company and industry standards pertaining to PCI compliance, guest confidentiality and accounting best practices.
Provides day to day management of all components of Billing Services operations to ensure completeness, accuracy, and timeliness.
Directs the activities of Billing Service Managers responsible for catering and convention billing, customer service call center, group commission payment, and third party billing processes.
Assigns and monitors work to ensure proper balance and maximum efficiency of team.
Continually monitors and reports metrics and KPIs to ensure service levels are maintained and targets are met.
Controls costs by effectively managing labor and monitoring savings objectives.
Ensures environment of internal controls and best practices is enforced, regularly tested, and corrective action taken where appropriate.
Manages guest/client problem resolution and contact escalation.
Develops and executes action plans to drive audit, field and employee satisfaction targets.
Builds strong relationships with hotel property leaders to ensure their needs are met and concerns are addressed in a timely and professional manner.
Identifies training opportunities; creates and presents ongoing training to team members and hotel property leadership audiences.
Regular attendance in conformance with standards
May be required to work varying schedules to reflect business needs
Required to attend all training sessions and meetings
Ability to perform “Physical Requirements” as explained below
Other duties as assigned
The individual must possess the following qualifications and be able to explain and demonstrate that s/he can perform the essential functions of the job, with or without reasonable accommodation.
Required:
Ability to work cooperatively with others.
Ability to maintain confidentiality.
Ability to read, write and speak English effectively.
Ability to communicate effectively both written and verbally.
Ability to work effectively, maintain composure and make decisions in stressful situations.
Ability to organize workload, adapt quickly to change, and deliver under the pressure of deadlines.
Ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
Proficiency in windows-based computer programs to include e-mail, internet and word processing applications.
Strong computer skills and ability to learn new computer applications.
General knowledge of mathematics and accounting principles.
Preferred:
Education: High School Diploma or GED equivalent, Some College Preferred.
Experience: 1-2 years customer-facing work experience in a hospitality or finance environment.