Specialist, Travel Agent Inquiry

***This role can be located in Memphis, TN, Dallas, TX, or McLean, VA***




The Global Distribution team plays a critical role in supporting the Global Sales Organization. Our DS Systems team creates automated solutions that aid in executing the retail compensation component of Hilton's partner agreements with Online Travel Agencies, Travel Management Companies, Meeting Planner Companies, and key accounts globally. Global Distribution performs data capture, calculation, reconciliation, and payout of commissions on behalf of Hiltons' 6400 hotels globally.



What will I be doing?

The Specialist, Travel Agent (TA) Inquiry is responsible for assisting hotels and travel agents by resolving outstanding travel agent commissions. The timely and accurate resolution and payment of travel agent commissions have a direct impact on agent booking behavior. The role will have established production goals to maintain. A key objective of the role is ensuring that the commission-related needs of our hotels and travel partners are either met or exceeded promptly.



More specifically, you will:

• Facilitate the commission payment process cycle through researching and resolving inquiries to ensure Hilton Hotels pays and bills commissions promptly.


• Facilitate the commission payment process cycle through processing Manual Adjustment Forms (MAFs).


• Balance customer care calls and emails regarding travel planner commissions, MAFs, and inquiries on behalf of our hotels.


• Responsibility for the completion of ad-hoc and special projects as needed.

What are we looking for?

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

• Self-starters, who take the absolute initiative to achieve goals, utilize analytical skills, and possess the flexibility to change


• Accountable individuals, who make great use of their time management skills to exceed in meeting deadlines, communicating results, and recommending improvements


• Strong communicators, influencers, and solution-seekers, who effectively communicate at all levels of the organization


• Organizers, who have superb attention to detail and possess a high level of positive energy and drive

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

• High School Diploma/GED


• One (1) year of customer service experience (or related)


• Available to work afternoon/evening shift (1:00 PM - 10:00 PM CST; 12:00 PM - 9:00 PM EST)

It would be useful in this position for you to demonstrate the following capabilities and distinctions:

• Associate's Degree/College Degree


• Intermediate proficiency using Microsoft Excel


• Three (3) years of Professional or Customer Service experience


• One (1) year of work experience in processing travel agent commission or vendor-related records.


• Strong communication skills with both internal and external customers (hotels, agencies, vendors, and colleagues).

What is it like working for Hilton?




The future of hospitality is bright at Hilton : a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World's Best Workplaces.




We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members' unique perspectives and voices-along with those of our Guests, Owners, Suppliers, and Partners-to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it's like to be on Team Hilton!




We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.