Reservations Agent - Hilton

Position Purpose

To provide sales support and deliver prompt effective and proper reservations service to achieve maximum room revenue to meet or exceed our set revenue targets.

Duties & Key Responsibilities

Being a Great Team Member

• Come to work every day with a smile on your face

• Be a reliable and motivated member of the Commercial & Sales team

• Communicate proactively clearly and constructively with other team members to help deliver great guest experiences at our hotel

• Be a role model for others by demonstrating passionate customer service and a high level of selfconfidence and cando attitude

• Keep yourself uptodate in terms of PMS in use at the hotel FO procedures and Hilton Honors to be able to best possible support in the capacity of a FO Host if and when required

• Roll up your sleeves and help in other departments during busy periods

• During peak operation times and when instructed by the Commercial Manager and / or Guest Operations Manager perform Check In or Check Out duties at the Front Desk.

• Provide constructive suggestions/feedback to your Line Manager on products processes and procedures to contribute to our continuous improvement efforts

• Be aware of planned team meetings and learning sessions and attend as required

• Volunteer to participate in company campaigns like Travel with Purpose or Team Member committees

• Execute any other duties as assigned by the Chief Host and / or Commercial Manager

Reservations Sales Specifics

• Be an expert in the entire reservations process ensuring compliance with brand standards and company policies

• Handle reservations with confidence talent to sell and manage respective customer correspondence accurately and timely

• Review reservations overbooking noshows and cancelled reservations on a daily basis. Process any charges according to company policy

• Manage group reservations

• Identify top producing accounts to ensure proper recognition for these guests

• Enrol Hilton Honors members where there is opportunity

• Execute detailed action plans to support revenue generation secure reservations and beat the competition
• Invest time in searching for innovative approaches to generate revenue (including F&B and GC&E) sharing them on a regular basis with the Commercial Manager and other members in the Commercial Team
• Be willing to learn and take on other sales responsibilities where required

A Reservations Agent serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:

• A passion for delivering great customer service
• A highly professional telephone manner and excellent communication skills
• Outstanding administration and organizational skills
• Intermediate computer proficiency

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

• Previous experience in a Reservations environment
• Tertiary qualifications or other collegiatelevel degree

Hilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced 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. 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!