Analyst, HSMx Service Desk

Exceptional Hospitality Starts with You

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

This is your chance to be part of our in-house Hilton Supply Management (HSM) team that supports our brands, owners, and operators! As an Analyst HSMx Service Desk, you will support the team in partnering with all our brands and helping influence and guide programs with unique and distinctive products and services. Reporting to the Director HSMx Service Desk, you will be the first point of contact to help hotel leaders, across ~9,000 hotels, in addition to third party GPO customers in the US, Canada, Caribbean, and Latin America, optimize the vast resources, tools and initiatives that HSM provides to operators. Specifically, you will support hotel leaders by providing on-demand support through a variety of educational resources, performance-driving initiatives, strategic action planning tools, and guest service programs in a way that increases the self-sufficiency, development, and success of our customer.

What you'll do during a typical day:

• Deliver engaging virtual and phone support
• Maintain accurate records of support activities using platforms such as Salesforce and Microsoft Teams, contributing to insightful reporting and data-driven decision-making.
• Coach hotel leaders by asking appropriate questions and guiding the use of Hilton/HSM resources and purchasing opportunities
• Execute assigned initiatives that support Hilton Supply Management's business goals and Key Strategic Priorities.

How you'll collaborate with others:

• Partner with other HSM teams to provide impactful and 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

Projects you'll take ownership of:

• Conduct strategic 1:1 or group connections that positively impact purchasing or supplier concerns.
• Uncover trends and partner with supervisor on creation and enhancement of self-service tools for industry leaders.

What It Takes to Make the Stay

You have these minimum qualifications:

• One (1) year of customer service-related experience

It would be useful if you have:

• Bachelor's degree
• Two (2) years of professional experience, preferably in hospitality or supply chain-related roles.

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 package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $52,500 – $75,000 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.