Manager, Inquiries And Customer Service

Hilton Worldwide Memphis , TN 38103

Posted 2 weeks ago

Job Summary

Hilton's Commercial Services organization is comprised of over 5,000 team members driving our sales, revenue management, call center, and analytics functions. These functions are the core of Hilton's commercial engine and are key to Hilton's ability to drive profitable growth.

What will I be doing?

The Distribution Services team plays a critical role in supporting the Global Sales Organization. We create automated solutions that aid in the execution of the retail compensation component of Hilton's partner agreements with Online Travel Agencies, Travel Management Companies, Meeting Planner Companies, and key accounts globally. The Distribution Services Customer Service team supports the travel agent and travel partner compensation needs of over 5,600+ hotels globally.

As the Manager of Inquiries & Customer Service, you will be responsible for ensuring the team delivers excellent customer service and support. You will monitor team member production with the goal of maintaining volume production in accordance to prescribed departmental goals. As the Manager, you will provide training and coaching to direct reports. A key objective of the role is ensuring that the commission related needs of our hotels, as well as our travel agency clients and partners Traditional, Travel Management Companies/Consortia, and Online Travel Agencies, are either met or exceeded in a timely manner.

More specifically, you will:

  • Lead the team that processes travel agent inquiries, manual adjustment forms, handles the customer service group email box and the 800-Helpdesk line for hotels

  • Conduct monthly one-on-ones with the customer service team

  • Serve as a liaison between the team and key travel partners

  • Handle special projects associated with key accounts

  • Maintain and evaluate weekly production numbers

  • Maintain relevant documentation on the team site and department site

  • Serve as escalation point for commission related issues

  • Assess actual performance against objectives to figure out whether the team is on target to reach goals and take corrective action as necessary

  • Ensure objectives and department initiatives are being followed and goals are achieved; provide feedback accordingly

  • Operate within established budgetary parameters

  • Carry out policies and procedures that will improve the overall operation and effectiveness of the team

  • Implement and lead team processes and procedures to ensure strategies and directives are carried out in accordance with team and department objectives

  • Develop, create and communicate important and necessary information to Team Members via email, memos, reports and phone calls

  • Support the Personal Development Plan (PDP) initiatives and other organizational training

What are we looking for?

We are seeking problem solvers, who are passionate about growing within a dynamic industry and who love to combine their analytical skills with business insight. The success in this role will demonstrate itself through the following attributes and skills:

  • Excellent communication skills with both internal and external customers (hotels, agencies, and Hilton personnel)

  • Be able to apply department policies and procedures to all inquiries, disputes, programs, and escalations

  • Work independently with little direction from supervisor, have excellent time management skills, multi-task, and prioritize work. Good follow-through skills and attention to details are a must.

  • Proficient with core and advanced Microsoft Office Products including Word, Excel, and Outlook

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

  • Three (3) years of professional experience

  • Two (2) years managerial experience in a fast-paced environment

  • Knowledge of Excel including pivot tables and v-lookups

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

  • BA/BS Bachelor's Degree

  • Five (5) years managerial experience in a high paced environment

  • Experience in a customer service or help desk function

  • Hospitality experience

  • Knowledge of travel agency commission workflow

  • Training and presentation experience a plus

What will it be like to work for Hilton?

Hilton is the world's 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!

EOE/AA/Disabled/Veterans


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Manager, Inquiries And Customer Service

Hilton Worldwide