Collections Manager

Collections Manager

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their "uniquely local" community in order to curate exciting, approachable and local travel experiences for guests.

This position provides direction and leadership in a high volume financial shared services environment supporting an exciting collection of hotel properties across North America. This leader oversees the activities of a dynamic group of team members who interact with clients of our hotels and liason with hotel leaders. An effective Collections Manager maintains strong internal controls, limits credit risk, proactively collects receivables within contracted terms, and maintains aged receivables to a minimum. The Collections Manager is a results-driven professional who directs the activities of the Collections team to deliver our brand promise of extraordinary customer service to all stakeholders. The Collections Manager reports to the Senior Manager of Credit and Collections.

Responsibilities include:

• Provides day to day management of activities related to billing and collection functions for meeting and event groups prior to group arrival (includes scheduled advance and final deposits).
• Directs the activities of the Collection Coordinators responsible for the billing and collection of receivables post departure in accordance with contractual payment terms.
• Responsible for the delivery of services to clients and hotels within defined service level standards
• Responsible for the accurate and timely reporting of aged accounts receivables.
• Ensures the timely resolution of client disputes contributing to aging receivable balances.
• Manages guest/client problem resolution and contact escalation protocols.
• Primary contact for adhoc client escalation meetings to resolve aged or disputed receivables.
• Create and manage payment plans for delinquent accounts for Management approval.
• Responsible for all due diligence and support documentation to 3rd Party collection agency.
• Continually monitors workflow streams, team member productivity, and key performance indicators to ensure cash flow objectives are met.
• Responsible for facilitating monthly meetings with hotel operations reporting on the status of each individual aged account receivable balance.
• Controls costs by effectively managing labor and monitoring savings objectives.
• Ensures environment of internal controls and best practices is enforced, regularly tested, and corrective action taken where appropriate.
• Develops and executes action plans to drive employee satisfaction targets.
• Builds strong relationships with hotel property leaders to ensure their needs are met and concerns are addressed in a timely and professional manner.
• Foster a continuous improvement culture which includes deploying technology-enabled solutions to advance, scale and optimize resources in delivering high quality and consistency to clients.
• Identifies training opportunities; creates and presents ongoing training to team members, hotel property leadership and other key stakeholders in the order to cash process.
• Hire, coach, train and evaluate assigned team member performance.
• Regular attendance in conformance with standards
• May be required to work varying schedules to reflect business needs
• Required to attend all training sessions and meetings

Required:

• Ability to work cooperatively with others.
• Ability to maintain confidentiality.
• Ability to read, write and speak English effectively.
• Ability to communicate effectively both written and verbally.
• Ability to work effectively, maintain composure and make decisions in stressful situations.
• Ability to organize workload, adapt quickly to change, and deliver under the pressure of deadlines.
• Ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
• Proficiency in windows-based computer programs to include e-mail, internet and word processing applications.
• Strong computer skills and ability to learn new computer applications.
• General knowledge of mathematics and accounting principles.

Preferred:

• Previous experience having served as a Credit Manager.
• Previous hotel industry experience.
• Previous experience having worked in a high volume shared services environment.
• Solid continuous improvement experience and achievements

Education: High School Diploma or GED equivalent, Some College preferred.

Experience: 2-5 years customer-facing work experience in a hospitality or finance environment, 1-2 years supervising a team, 5+ years' experience with credit.