Specialist RCM - Hotel Finance Services

Role Purpose

This role plays a key part in supporting Revenue and Credit Management activities for IHG or a portfolio of owned and managed hotels. Responsibilities include managing hotel Accounts Receivable, performing income audit, daily revenue validation, credit card reconciliations, cash application, collections, and timely resolution of customer queries. The role is expected to maximize hotel cash-flow opportunities through effective credit control and collection activities, while ensuring that account balances, revenue, and customer transactions are accurately reconciled. All activities and customer interactions must be completed accurately and in accordance with agreed SLAs, procedures, process policies, and applicable agreements.

Key Accountabilities

• Manage Hotels Accounts Receivable with full accuracy in accordance with Service Level Agreements.
  
  

Responsibilities include but not limited to –

• Effective & regular follow up with customers for outstanding receivables
• Reviewing Remittance advice and action accordingly
• All aged (60+) items are addressed regularly and escalated
• Ensuring processes and procedures are followed regarding customer contacts, adhering to the process policy, legal agreements
• Proactively inform any customer issues and escalation
• Issues & identified mistakes are not repeated
• Setup of New Customers accounts, Credit Reference check and revision of Credit limits. Ensure full accuracy in cash application in system. Regular interaction with hotels and business teams for resolving process related issues along with managing Credit Review Meetings.
• Daily revenue reconciliation of PMS/POS vs PeopleSoft
• Preparing credit card merchant reconciliation, guest refunds and guest chargebacks
• Travel agent commission revenue validation and posting adjustments
• IHG Loyalty program revenue validation, reconciliation and posting adjustments
• Help / Support the Team Leader or Manager in various Reports/ Tracker/Calls /process level key activities, improvement initiatives, automation, and drive efficiency to deliver the same on a timely basis
• Need to work in coordination with the team leader to suggest or look at training needs of other new and junior team members. Analyze system reports to ensure accuracy, research and resolve problems; ensure the integrity of assigned system and data.
• Ensure all customer records are kept up to date, conversations and all maintenance processes are documented and filed as agreed.
• Regular interaction with various teams across functions.
• Provide full support in managing all audit queries on time-to-time basis.
• Prepare and compile various reports as required for special studies and projects.
• Provide guidance and coaching to new team members in the investigation, analysis, and resolution of customer-specific issues.
• Contribute to continuous improvement while ensuring compliance with agreed SLAs and relevant regulatory requirements.
  
  

Key Skills & Experience

Education

Associate Degree or Bachelor's Degree in a relevant field of work, or an equivalent combination of education and work-related experience.

Experience

Minimum requirement: 3-4 years of progressive work-related experience, with demonstrated proficiency and understanding in one or more functions relevant to the position.

Technical And Other Skills

• Intermediate-level knowledge of PeopleSoft or another enterprise financial system.
• Intermediate proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Effective verbal and written English communication skills.
• Ability to identify and resolve problems or inconsistencies in financial transactions and systems.
• Ability to influence and negotiate with customers to achieve positive payment outcomes.
• Ability to analyse system reports, investigate discrepancies, and maintain the accuracy and integrity of financial data.
• Practical understanding of Accounts Receivable, cash application, collections, income audit, revenue validation, and account reconciliations.
• Ability to collaborate with hotel teams, business stakeholders, customers, and cross-functional teams.
• Ability to support and coach new or junior team members in investigating and resolving customer-specific issues.
• Ability to prioritize activities, meet agreed SLAs, and identify opportunities for process improvement.
  
  

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