OTC Specialist

Position Statement

 The Order to Cash Specialist is responsible for delivering high‑quality credit control services to hotels supported by the UAE Centre of Excellence (COE). The core focus of the role is collections, credit management, and ageing control, ensuring that customer balances are recovered promptly and accurately.

The role supports invoicing and payment posting as secondary tasks and during leave cover, but 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.

Position Summary

 The Order to Cash Specialist ensures timely and effective collection efforts, accurate customer account maintenance, and strong collaboration with hotel teams and external customers. Responsibilities include:

• Managing end‑to‑end credit control activity for assigned hotels
• Proactively reducing overdue receivables and resolving invoicing disputes
• Preparing statements of account and leading monthly credit meetings
• Ensuring accuracy of the AR subledger, ageing reports, and supporting documentation
• Supporting invoicing and payment posting as needed during leave or peak periods
• Upholding Hilton’s standards of customer care, service efficiency, and financial control

Core Responsibilities

• Credit Control – Primary Focus: Lead end‑to‑end credit control activities including collections, ageing management, dispute resolution, SOA issuance, lead monthly credit meetings, and customer engagement to reduce overdue debt and strengthen payment performance.
• Payment Posting & Invoicing – Secondary Scope: Support invoicing and payment posting when required by issuing accurate invoices, applying receipts, and reviewing direct bill reports during leave cover.
• Compliance, Control & Reporting: Maintain strong financial control by adhering to internal policies and SOX requirements while supporting AR reconciliations, month‑end close, ageing analysis, and audit‑ready documentation.
• Stakeholder & Customer Engagement: Communicate effectively with hotel teams and customers to resolve issues, align on collections activity, provide timely responses, and uphold Hilton’s Customer Promise through professional, solution‑focused service.
• Other Duties: Support team initiatives, system enhancements, and additional tasks required to ensure smooth and effective COE operations.

Success Measures

• Lead with our Culture: Demonstrate Hilton’s COE Values by delivering high‑quality outputs, communicating clearly with customers, contributing to process improvements, embracing change with agility, and maintaining strong compliance and attention to detail.
• Operational Excellence – Centralization: Contribute at least one OTC project idea annually to support COE centralization and continuous improvement.

• Operational Excellence – Customer Satisfaction: Support delivery of the CoE Customer Promise by contributing to improved hotel satisfaction across Performance, Communication, Problem‑Solving and Teamwork.

  
  
• Maximize Performance 
  • Ageing Control: Ensure no more than 10% of total ageing is over 90 days.
  • Invoicing Timeliness: When supporting invoicing, ensure 90% of invoices are sent within 5 business days, including items in query, based on check‑out date vs. invoice completion or pending delivery dates.
  • Unapplied Entries: Ensure no more than 10% of outstanding unapplied credit notes and payments are older than 5 business days.

Direct Reports

This role has no direct reports.

The success in this role will demonstrate itself through the following attributes and skills:

• Customer & Stakeholder Communication: Communicates clearly and professionally with hotel teams and customers, ensuring transparency, effective queries handling, and positive relationship management.
• Problem‑Solving: Applies logical thinking to identify issues, analyze root causes, and propose practical solutions that support timely collections and dispute resolution.
• Attention to Detail: Maintains high levels of accuracy across documentation, reconciliations, and financial inputs to ensure compliance and prevent errors.
• Collaboration: Works effectively with colleagues across the COE and hotel teams, contributing to a supportive, team‑oriented environment.
• Agility: Adapts quickly to changing priorities, new systems, and evolving processes while maintaining service quality and productivity.
• Continuous Improvement Mindset: Proactively seeks opportunities to simplify tasks, streamline processes, and contribute ideas aligned with the COE’s Lean and Innovation values.

Required Qualifications

• Minimum 2 years’ experience in Order to Cash, Credit Control, or Accounts Receivable.
• Strong communication skills (written and verbal).
• Highly organized, proactive, and comfortable working to tight deadlines.
• Ability to build relationships with customers and hotel teams.
• Fluent in English.

Preferred Qualifications

• Education: University degree in Finance, Accounting, or a related field. A professional accounting qualification (ACA, ACCA, CIMA, CA, or equivalent) will be an advantage.
• Experience: Finance Shared Services or hotel experience in a management level position required.
• Technical Knowledge: a command of PMS, POS and ERP systems (eg. PEP, OnQ / OA, Micros, Agilysys and Navision), and data tools (eg. Excel, PowerBI, PowerQuery, PowerAutomate).
• Hospitality, travel or tourism industry experience.

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 USD/night at our world-class hotels through our Go Hilton travel program

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

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. Through our Care for All hub, we provide resources to help our Team Members to care for themselves and their loved ones. In many countries, eligible Team Members receive free counseling and support through our Employee Assistance Program (EAP).

*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.