Credit Manager

About the role

Reporting to the Assistant Director of Finance & Business Support, the Credit Manager will lead the review, coordination, and reconciliation of all guest and group billing activities, ensuring accuracy, timeliness, and a seamless experience for clients. You will foster a culture of accountability, collaboration, and operational excellence while supporting the hotel in achieving financial objectives and delivering exceptional guest experiences.

Responsibilities

• Establish clear expectations, monitor progress, and drive accountability within the Accounts Receivable function.
• Build and lead a high-performing Accounts Receivable team through coaching, training, and performance management.
• Analyze and interpret financial data and communicate findings to operations.
• Manage and continuously monitor the Accounts Receivable aging to ensure timely collection and minimize bad debt exposure.
• Enforce hotel credit policies including credit approvals, credit checks, and billing procedures in line with internal receivables requirements.
• Lead debtor monitoring processes including invoicing, follow-ups, reconciliations, credit notes, and write-offs.
• Ensure all invoices (group, corporate, and transient) are issued accurately and within required timelines per policy.
• Monitor and reconcile guest loyalty program related to operations.
• Take appropriate and timely action to resolve collection issues, disputes, and chargebacks.
• Ensure full compliance with internal control requirements, including:
  • Daily review of credit-related items within the Daily Operations Package (DOP).
  • Monitoring outstanding balances, PM accounts, and receivables transfers.
  • Adherence to credit policy, billing accuracy, and segregation of duties.
  • Maintain strong internal controls over receivables to mitigate fraud risk and ensure accurate financial reporting.
  • Ensure all documentation is complete, properly approved, and retained according to record retention policies.
• Oversee all group billing processes from contract to final payment, ensuring compliance with contract terms and deposits.
• Maintain close communication with Sales, Events, and Front Office to validate billing arrangements and ensure accurate billing.
• Organize and conduct the monthly credit meeting.
• Participate in pre-conference meetings to confirm credit terms and billing instructions.
• Calculate and validate group commissions, rebates, and contractual obligations.
• Monitor and reconcile guest ledger and city ledger, ensuring all balances are valid, supported, and collectible.
• Ensure PM accounts are transferred and invoiced within required timeframes (48 hours or per SOP exceptions).
• Review credit limits and ensure sufficient guarantees of payment are maintained.
• Ensure refunds, adjustments, and write-offs are properly authorized, documented, and compliant with policy.
• Prepare and present AR aging reports, collection forecasts, and key performance indicators to Finance leadership.
• Identify trends, risks, and opportunities to improve cash flow and reduce outstanding receivables.
• Support month-end close by ensuring accurate AR balances and reconciliations.
• Establish and maintain strong relationships with corporate clients, group organizers, and partners to facilitate collections and resolve disputes.
• Handle escalated billing inquiries, refunds, and disputes professionally and efficiently.
• Liaise with Front Office to ensure guest ledger accuracy and timely settlement of folios.
• Work closely with Sales, Reservations, and Events teams to ensure proper billing setup and execution.
• Support Finance initiatives, audits, and process improvements.
• Ensure adherence to all company policies, procedures, and safety standards.
• Maintain compliance with local laws and financial regulations.
• Participate in audits and ensure readiness at all times.
• Provide office administration duties as required.
• Perform other duties as assigned.

Qualifications

• Previous experience as a Credit Manager, Accounts Receivable Manager, or similar leadership role preferred.
• Strong knowledge of Accounts Receivable, credit management, and collection processes.
• Thorough understanding of internal controls and compliance frameworks.
• Minimum 3–5 years of progressive accounting or finance experience.
• Experience in hospitality finance systems (Opera Cloud PMS preferred).
• Advanced proficiency in Microsoft Excel and financial systems.
• Proven leadership, coaching, and team development skills.
• Excellent communication, negotiation, and problem-solving abilities.
• Highly organized, detail-oriented, and results-driven.
• Ability to work effectively under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team with minimum supervision.