Team Leader Hotel AR Collection

Role Purpose

The role manages a group of resources to provide active support to owned/leased/managed hotels in managing Hotels Accounts Receivable, including maximize cash collection and timely query resolution for hotels and their AR customers. Hotel AR activities include, but not limited to maintaining AR customers database, credit reference check, revision of credit limits, Invoice submission to customers, follow-up with customers for outstanding receivables, cash application, customer refunds, reconciliation, Credit Review meetings etc. Ensure that the integrity of all work and interactions with customers are completed with full accuracy and as per agreed SLA and procedures.

Key Accountabilities

• Manage the team and ensure Hotel Accounts Receivable are managed with full accuracy in accordance with Service Level Agreements. AR activities include but not limited to - a) Setup of new customers, Credit Reference check, Revising credit limits, b) Invoice submission to customers, c) Effective & regular follow up with customers for outstanding receivables, d) Cash Application / processing customer refunds in system with full accuracy, e) All aged (60+) items are addressed regularly and escalated, f) Manage Credit Review meetings, g) Ensuring processes and procedures are followed regarding customer contacts, adhering to the process policy, legal agreements etc. - 
• Manage other deliverables including Income Audit, Guest Chargeback, Credit Card Refund, TA Revenue validation, IHG Loyalty Reward Nights etc. 

• Manage strong partnership with hotels and business teams. 

   

• Manage process related issues and ensure robust controls are in place to avoid recurrence of same issue.
• Review various Reports/ Tracker/Calls /process level key activities, and manage improvement initiatives, process automation and drive efficiency to deliver the same on a timely basis 
• Coordinate and manage the training needs of new / existing team members.
• Manage and stabilize transition of new hotels/processes and ensure BAU as per agreed timelines. 
• Provide guidance & coach team members in investigation, analysis and resolution of customer specific issues. 
• Analyze system reports to ensure accuracy, research and resolve problems; ensure the integrity of assigned system and data.
• Manage all audit queries in timely manner

Skills & Experiences

Education & Experience -

• Associate Degree or bachelor’s degree in a relevant field of work or an equivalent combination of education and work-related experience.
• Demonstrated team handling skills.
• Demonstrated effective verbal and written English communication skills. 
• Demonstrated proficiency in recognizing and resolving problems or inconsistencies in transactions and systems.

Flexibility -

Flexible to work in multiple shifts

Ability to work in cross functional teams