A Reservations Agent will serve as the primary contact for room reservations
and food & beverage reservations at the hotel; and therefore| must offer an
excellent service and influence the Guest decision to stay at the property.
What will I be doing?
As a Reservations Agent| you will serve as the first line of inquiry for room
and food & beverage reservations within the hotel. A Reservations Agent is
responsible for offering excellent customer service| options| and other
solutions to meet Guests needs. Specifically| a Reservations Agent will
perform the following tasks to the highest standards:
Convert inquiries quickly into contracted business
Respond positively to sales inquiries to develop future sales leads
Identify sales leads| as appropriate
Respond to all guests in a highly professional manner| including ensuring all reservations are completed accurately and to the Guest|s expectations
Provide prompt and efficient service while maintaining the hotels brand standards
Highly social| motivated and proactive| acting with professionalism and positivity in all interactions
What are we looking for?
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 excellent customer service
A highly professional manner and excellent communication skills| both via telephone and email
Great attention to detail while reviewing and auditing OnQ PMS for reservations accuracy and third party websites consolidation
Promptly providing accurate information regarding the availability of accommodations and other requested information
Assist other departments such as Sales; Groups| Conference and Events; Bars & Restaurants; Front Office and Executive Office| with reservations related questions
Outstanding administration and organizational skills
Initiation and preparation of reports| as required
Attendance of training and meetings| as needed
Intermediate computer proficiency
Flexible working hours| with the ability to work shifts including occasional weekend cover
It would be advantageous in this position for you to demonstrate the following
capabilities and distinctions:
Previous experience in a Reservations environment| preferably in a Luxury Hotel
Previous experience in a Front Office environment
Tertiary qualifications or other collegiate-level degrees
OnQ PMS and OnQ R&I software knowledge
OpenTable and Bookatable online environments knowledge
Previous experience with Microsoft Excel and Word| in a work environment
Ability to demonstrate commercial awareness within the context of your role
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 travellers 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!