OTC Specialist

Role Overview

The Order to Cash Specialist at Hilton delivers high-quality credit control services to hotels supported by the UAE Centre of Excellence (COE). The role is based in the UAE and focuses on collections, credit management, and ageing control.

Company Overview

Hilton is a global leader in hospitality that has welcomed more than 3 billion guests worldwide. The company operates a suite of world-class brands and maintains an award-winning workplace culture, recognized repeatedly on the World's Best Workplaces list by Great Place to Work and Fortune.

Role Purpose

The Order to Cash Specialist ensures timely and effective collection efforts, accurate customer account maintenance, and strong collaboration with hotel teams and external customers. The primary accountability is credit control—reducing aged debt, improving DSO, maintaining customer relationships, and ensuring accuracy of the receivables ledger in line with Hilton policies and compliance requirements.

Key Responsibilities

Credit Control

• Lead end-to-end credit control activities including collections, ageing management, and dispute resolution.
• Manage credit control activity for assigned hotels.
• Issue statements of account and lead monthly credit meetings.
• Proactively reduce overdue receivables and resolve invoicing disputes.
• Engage with customers to reduce overdue debt and strengthen payment performance.

Payment Posting & Invoicing

• Support invoicing and payment posting when required during leave cover or peak periods.
• Issue accurate invoices and apply receipts.
• Review direct bill reports.
• Ensure 90% of invoices are sent within 5 business days, including items in query, based on check-out date versus invoice completion or pending delivery dates.

Compliance, Control & Reporting

• Maintain strong financial control by adhering to internal policies and SOX requirements.
• Support AR reconciliations, month-end close, and ageing analysis.
• Ensure accuracy of the AR subledger, ageing reports, and supporting documentation.
• Maintain audit-ready documentation.
• Ensure no more than 10% of total ageing is over 90 days.
• Ensure no more than 10% of outstanding unapplied credit notes and payments are older than 5 business days.

Stakeholder & Customer Engagement

• Communicate effectively with hotel teams and customers to resolve issues and align on collections activity.
• Provide timely responses to queries.
• Uphold Hilton's Customer Promise through professional, solution-focused service.

Operational Excellence & Continuous Improvement

• Contribute at least one Order to Cash project idea annually to support COE centralization and continuous improvement.
• Support team initiatives and system enhancements to ensure smooth and effective COE operations.
• Proactively seek opportunities to simplify tasks and streamline processes aligned with the COE's Lean and Innovation values.

Qualifications & Experience

• Minimum 2 years' experience in Order to Cash, Credit Control, or Accounts Receivable.
• Fluent in English.
• Preferred: University degree in Finance, Accounting, or a related field.
• Preferred: Professional accounting qualification (ACA, ACCA, CIMA, CA, or equivalent).
• Preferred: Finance Shared Services or hotel experience at a management level position.
• Preferred: Hospitality, travel, or tourism industry experience.

Skills & Competencies

• Strong written and verbal communication skills.
• Highly organized and proactive.
• Comfortable working to tight deadlines.
• Ability to build relationships with customers and hotel teams.
• Problem-solving with logical thinking to identify issues, analyze root causes, and propose practical solutions.
• Attention to detail in documentation, reconciliations, and financial inputs.
• Collaboration and ability to work effectively with colleagues across the COE and hotel teams.
• Agility in adapting to changing priorities, new systems, and evolving processes.
• Continuous improvement mindset.
• Preferred: Command of PMS, POS, and ERP systems (PEP, OnQ/OA, Micros, Agilysys, Navision).
• Preferred: Data tools expertise (Excel, PowerBI, PowerQuery, PowerAutomate).

Additional Information

• This role has no direct reports.
• Benefits include 110 nights of deeply discounted travel through the Go Hilton program, with room rates as low as $40 USD per night at world-class Hilton hotels.
• Paid parental leave is available for eligible Team Members, including partners and adoptive parents.
• Crisis Concierge support is available in times of loss, offering practical support and emotional care.
• Mental health resources are provided through the Care for All hub, including free counseling and support through the Employee Assistance Program (EAP) for eligible Team Members in many countries.
• Benefits availability may vary depending on Team Member location and terms and conditions of employment.