Job description

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Job Description Summary

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.

• Job Description

Essential Functions and 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.

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 principles1% Complies with hotel uniform and grooming standards

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

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Franklin, TN 37067: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your salary expectation?

Education:

• Bachelor's (Required)

Experience:

• Billing: 3 years (Required)
• Microsoft Excel: 5 years (Required)

Work Location: One location

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