Specialist Travel Agent Inquiry

Hilton • Memphis, TN

10d • Onsite

About The Position

This role is part of the Global Distribution Team within Hilton's Commercial Services organization. The Distribution Services team builds automated solutions and designs processes to execute compensation terms of Hilton's partner agreements with Online Travel Agencies, Travel Management Companies, Meeting Planner Companies, and key accounts globally. As a Specialist, Travel Agent Inquiries, you will support the team responsible for booking channel management and negotiations, booking channel optimization and operations, and services including payment and transaction settlement for online and digital third-party channels driving business to Hilton's hotels globally. On the Travel Agent Inquiry team, reporting to the Senior Manager, Travel Agent Inquiries, you will work on projects including supporting the travel agency and travel partner commission needs of more than 9,000 hotels around the world. In a typical day, you will facilitate the commission payment process cycle through researching and resolving inquiries to ensure Hilton accurately pays and bills commissions. You will balance customer care calls and emails regarding travel planner commissions and assist hotels with payment adjustments via the manual adjust form process and resolution of inquiries on behalf of our hotels. You will also provide assistance and analysis to support ongoing account management of key business partners, support the team on projects and meeting production goals, and collaborate across Distribution Services to achieve departmental goals. Deliverables include assisting with monthly reconciliation review and reporting to key business partners and completing ad-hoc and special projects as needed.

Requirements

• One (1) year of customer service experience
• Beginner proficiency with Excel (e.g., data entry, formatting, sorting, filtering, and use of simple formulas)
• Strong written and oral communication skills

Nice To Haves

• AA/AS Associate's Degree or BA/BS Bachelor's Degree
• Intermediate proficiency with Microsoft Office Excel (e.g., use of formulas and functions, pivot tables, data validation, and creation of structured spreadsheets for analysis and reporting)
• Experience with processing or reconciling commissions or other vendor-related payments
• Experience in Revenue Management, Sales, Finance, Hospitality Management, or related industry

Responsibilities

• Facilitate the commission payment process cycle through researching and resolving inquiries to ensure Hilton accurately pays and bills commissions.
• Balance customer care calls and emails regarding travel planner commissions.
• Assist hotel with payment adjustments via the manual adjust form process and resolution of inquiries on behalf of our hotels.
• Provide assistance and analysis to support ongoing account management of key business partners.
• Support team on projects and meeting production goals.
• Collaborate across Distribution Services to achieve departmental goals.
• Assist with monthly reconciliation review and reporting to key business partners.
• Complete ad-hoc and special projects as needed.

Benefits

• 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Employee stock purchase program (ESPP) with a 15% discount on Hilton shares
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support through dedicated caregiving concierge services
• Crisis concierge for practical support and emotional care during times of loss
• Mental health resources through our Employee Assistance Program (EAP) offering free counseling and support
• Generous paid time off (PTO)
• Health & welfare benefits including coverage for checkups, dental cleanings, and glasses
• Retirement plans

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree