Senior Analyst, GME Solutions

Hilton; McLean (VA); Remote; USD 58,000 - 80,000; Full time

Benefits offered by this job

Incredible travel perks

ESPP – employee stock purchase program

Paid parental leave

Personalized caregiving support

Crisis concierge

Mental health resources

Generous PTO

Health & welfare benefits

Retirement plans

Job summary

Hilton seeks a Senior Analyst, GM&E Solutions to support revenue management, call center, and analytics initiatives from a corporate base in McLean, VA, Dallas, TX, Memphis, TN, or remotely. You will guide governance, auditing, and QA efforts to ensure Hilton standards align systems with business processes across properties.

You will handle escalations, participate in UAT and testing, coordinate knowledge articles, and drive improvements with hotel and corporate teams.

Qualifications

• Three (3) years of work experience in Hospitality/Travel industry.
• Two (2) years of Delphi.fdc and MeetingBroker experience.
• Experience supporting systems, projects, or related business operations.
• Proficient in Microsoft applications, including Excel, Word, PowerPoint, and Outlook.
• Travel up to 20% (if applicable).

Responsibilities

• Provide email, case, and phone support, handling both standard inquiries and escalated cases.
• Coordinate auditing activities, identify gaps, trends, and risks, drive corrective actions to improve data accuracy and system integrity, and assist with execution.
• Lead testing efforts, including UAT, regression testing, and validation of system changes.
• Ensure understanding of requirements of the business and identify potential impacts or risks.
• Collaborate with hotel and corporate teams to resolve discrepancies, while also driving proactive improvements to prevent recurrence.
• Perform regular quality assessments of systems, identifying opportunities for improved performance, compliance, and user experience.
• Lead the development of process documentation, governance frameworks, and best practices.
• Provide guidance to Analysts, supporting knowledge sharing ways of working across the team.
• Be the escalation contact for complex system, process, and support-related issues, providing advanced troubleshooting and driving resolution across our teams and partners.
• Coordinate the creation and maintenance of knowledge articles and resolutions, ensuring detailed, and accessible guidance for hotels and partners.
• Lead governance plans and support execution, of Hilton standards, policies, and best practices across all sales solutions.

Skills

Hospitality industry experience

Delphi.fdc

MeetingBroker

Systems support

Microsoft Office

Travel up to 20%

Quality governance

Tools

Excel

Word

PowerPoint

Outlook

Job description

Job Identification: 228739

Job Category: Technology

Job Schedule: Full time

Salary $57,500-$80,000

Equal Opportunity Employer EOE, including disability/vets

Exceptional Hospitality Starts with You

This role is based at one of our corporate offices in McLean, VA; Dallas, TX; Memphis, TN; or Remote

This is your chance to be part of an in-house Commercial Services team that propels Hilton's revenue management, call center, and analytics functions! As a Senior Analyst, Groups, Meetings & Events (GM&E) Solutions, you will support these areas which are at the core of Hilton's "commercial engine" and are important to Hilton's ability to achieve profitable growth. On the GM&E Solutions Team, you will report to the Director, GM&E Solutions. You will guide and support governance, auditing, and quality assurance efforts. These efforts will ensure that Hilton standards align systems and business processes and apply them across properties.

What you'll do during a typical day:

• Provide email, case, and phone support, handling both standard inquiries and escalated cases with a high level of ownership

• Coordinate auditing activities, identify gaps, trends, and risks, drive corrective actions to improve data accuracy and system integrity, and assist with execution

• Lead testing efforts, including UAT, regression testing, and validation of system changes

• Ensure understanding of requirements of the business and identify potential impacts or risks

• Collaborate with hotel and corporate teams to resolve discrepancies, while also driving proactive improvements to prevent recurrence

• Perform regular quality assessments of systems, identifying opportunities for improved performance, compliance, and user experience

• Lead the development of process documentation, governance frameworks, and best practices

• Provide guidance to Analysts, supporting knowledge sharing ways of working across the team

How you'll collaborate with others:

• Be the escalation contact for complex system, process, and support-related issues, providing advanced troubleshooting and driving resolution across our teams and partners

• Coordinate the creation and maintenance of knowledge articles and resolutions, ensuring detailed, and accessible guidance for hotels and partners

• Lead governance plans and support execution, of Hilton standards, policies, and best practices across all sales solutions

What It Takes to Make the Stay

You have these minimum qualifications:

• Three (3) years of work experience in Hospitality/Travel industry

• Two (2) years of Delphi.fdc and MeetingBroker experience

• Experience supporting systems, projects, or related business operations

• Proficient in the Microsoft applications, including Excel, Word, PowerPoint, and Outlook

• Travel up to 20% (if applicable)

It would be useful if you have:

• Advanced Excel skills (VLOOKUP, pivot table)

• Salesforce Administrator Certification

How We'll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program

• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future

• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents

• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones

• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care

• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)

• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most

• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered

• Financial security for your future – Our retirement plans make it easier to save for what's next

*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

Hilton offers its eligible team members a comprehensive benefits (https://jobs.hilton.com/benefits) package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $57,500 – $80,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company. #LI-REMOTE

How We'll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program

• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future

• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents

• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones

• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care

• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)

• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most

• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered

• Financial security for your future – Our retirement plans make it easier to save for what's next

*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world‑class brands (https://www.hilton.com/en/brands/) , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog (https://jobs.hilton.com/blogs) to see why we’re more than a great place to stay—we’re a great place to work.