Order to Cash (OTC) Specialist

Role overview

The Order to Cash Specialist supports hotels in the UAE Centre of Excellence by providing accurate, high-quality credit control services. The role is centered on collections, credit management, and control of overdue balances so that customer receivables are recovered efficiently and correctly.

While invoicing and payment posting are part of the role, they are secondary and mainly used as backup support during leave cover or busy periods. The main responsibility is to manage credit risk, lower aged debt, improve days sales outstanding, preserve customer relationships, and keep the receivables ledger accurate and compliant with Hilton policies and controls.

Key responsibilities

• Handle credit control activities from start to finish for the assigned hotels.
• Work to reduce overdue receivables and close out invoice-related disputes quickly.
• Prepare account statements and facilitate monthly credit review meetings.
• Keep the accounts receivable subledger, ageing reports, and backup records accurate and current.
• Assist with invoicing and receipt allocation when leave cover or operational demand requires it.
• Follow Hilton’s standards for customer service, financial discipline, and operational quality.

Operational scope

• Primary focus: Manage collections, ageing, dispute handling, statements of account, monthly credit meetings, and customer follow-up to improve payment performance and keep overdue debt under control.
• Secondary support: When needed, issue correct invoices, post receipts, and review direct bill reports during leave cover.
• Compliance and reporting: Maintain strong financial controls by working within internal policies and SOX requirements, supporting reconciliations, month-end close, ageing analysis, and audit-ready records.
• Stakeholder communication: Stay in regular contact with hotel teams and customers to resolve issues, coordinate collection actions, respond promptly, and deliver professional, solution-oriented service.
• Additional support: Contribute to team initiatives, system improvements, and any other tasks needed for smooth COE operations.

Success measures

• Show Hilton COE values through quality work, clear communication, strong compliance, adaptability, and attention to detail.
• Contribute at least one OTC project idea each year to support centralization and continuous improvement.
• Help improve hotel satisfaction by supporting performance, communication, problem-solving, and teamwork goals.
• Keep total ageing above 90 days to no more than 10%.
• When supporting invoicing, ensure 90% of invoices are issued within 5 business days, including items under query, measured against checkout date versus invoice completion or pending delivery dates.
• Keep unapplied credit notes and payments older than 5 business days to no more than 10% of the total outstanding balance.

Reporting line

This position does not have any direct reports.

Skills and working style

• Strong communication with hotel stakeholders and customers, including clear handling of queries.
• Structured problem-solving and root-cause analysis.
• High attention to detail in reconciliations, records, and financial processing.
• Effective teamwork across COE and hotel teams.
• Flexibility to adjust to changing priorities, systems, and processes.
• Continuous improvement mindset with a focus on simplification and efficiency.

Required qualifications

• At least 2 years of experience in Order to Cash, Credit Control, or Accounts Receivable.
• Strong written and verbal communication skills.
• Good organization skills, a proactive approach, and comfort working to strict deadlines.
• Ability to build productive relationships with customers and hotel teams.
• Fluency in English.

Preferred profile

• A university degree in Finance, Accounting, or a related discipline is preferred.
• Professional accounting credentials such as ACA, ACCA, CIMA, CA, or an equivalent qualification are an advantage.
• Experience in Finance Shared Services or in a hotel management-level role is preferred.
• Working knowledge of PMS, POS, and ERP systems such as PEP, OnQ/OA, Micros, Agilysys, and Navision is beneficial.
• Experience with reporting and productivity tools such as Excel, Power BI, Power Query, and Power Automate is beneficial.
• Background in hospitality, travel, or tourism is preferred.

About Hilton

Hilton is a global hospitality leader known for creating memorable experiences for guests and a strong workplace for team members. The company has welcomed more than 3 billion guests worldwide and remains committed to its founding purpose of bringing warmth and hospitality to every stay.

The company is widely recognized for its workplace culture and has been included repeatedly on the World’s Best Workplaces list by Great Place to Work and Fortune. Hilton’s portfolio of brands and strong focus on guest service continue to shape the future of travel.

Whether you are building your career or looking for a new direction, Hilton offers support and growth opportunities along the way.

Benefits

• Travel benefits including 110 nights of deeply discounted travel through the Go Hilton program, with room rates starting at $40 USD per night at participating hotels.
• Paid parental leave for eligible team members, including partners and adoptive parents.
• A crisis concierge service that provides a single point of support during loss, covering both practical and emotional needs.
• Mental health resources through the Care for All hub, plus access to free counseling and support in many countries via an Employee Assistance Program where eligible.

Important information

Benefit availability may vary based on the team member’s location and the applicable terms and conditions of employment, as well as the rules of each program or plan.