Senior Specialist, Travel Agent Inquiries

Job description

About Hilton

Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 9,000 properties with more than 1,000,000+ rooms in 120 countries and territories. In the 106 years since our founding, we have defined the hospitality industry and established a portfolio of 25 world-class brands, including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 100 million members in our award–winning customer loyalty program, Hilton Honors.

 

Position Summary

Department & Role Overview

 

This is your chance to be part of a Global Distribution Team that is an important part of Hilton's Commercial Services organization around the world. As a Senior 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 Inquiries team reporting to the Senior Manager, Transient Inquiries and the Director, International you will work on projects including supporting hotel payments along with the travel agency and travel partner commission needs of more than 9,000+ hotels around the world.

Position Statement

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like: 
•    Support ongoing account management of key business partners and team/department goals.
•    Handle complex inquiries, delivering high-quality, solution-oriented customer service.
•    Respond to customer care calls and emails regarding travel agency commission payments and hotel disbursement payments on behalf of our hotels.
•    Facilitate the hotel and commission payment process cycles through researching and resolving inquiries to ensure Hilton accurately pays and bills commissions.

 

How you will collaborate with others:
•    Provide region-specific support to hotel and regional team members.
•    Provide guidance and support to other team members, ensuring that specialized processes are carried out effectively.
•    Support team members within the "Inquiries Team" when demand is high by sharing workload and taking the lead with resolving more complex issues, requiring advanced skills and knowledge.
•    Responsible for training new team members and maintaining programme documentation.

What projects you will take ownership of: 
•    Provide escalated support for and maintain regular communication with mid-level partners and assigned business segments.
•    Maintain internal reporting to ensure adequate monitoring of team/department goals.

 

 

WHY YOU'LL BE A GREAT FIT

What are we looking for?

The success in this role will demonstrate itself through the following attributes and skills:

Required Qualifications

 

You must have these minimum qualifications:
•    Proven experience in Revenue Management, Sales, Finance, Hospitality Management, or related industry
•    Experience with processing vendor-related payments
•    Intermediate proficiency with Microsoft Office Products: Word, Excel, Outlook, and PowerPoint
•    Strong customer service and communication skills

 

Preferred Qualifications

 

It would be useful if you also have:
•    An Associate’s Degree or a Bachelor’s Degree 
•    Multilingual skills
•    Working knowledge and familiarity with business operations and / or customer service in international markets

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!