Reservations Executive

Description

Position Statement

A Reservations Executive is responsible for ensuring the smooth and efficient operations of the Reservations department in the hotel's continuing effort to deliver outstanding guest service and maximizing room revenue with focus on achieving and exceeding revenue targets.

What will you be doing?

As Reservations Executive, you will be responsible for performing the following tasks to the highest standards:

• Ensure reservations are processed and updated in a timely and accurate manner.
• Ensure all traces, guests’ requests and billing instructions are updated in OnQ.
• Ensure quality and accurate capture of guest reservations details, preference and details.
• Perform reservations quality control check on reservations made daily.
• Follow up from previous day’s no show and late cancellation and activate charges accordingly.
• Review and monitor Hilton Honors redemptions and follow up with appropriate actions.
• Ensure virtual credit card charges are charged successfully and to highlight any unresolved charges.
• Perform pre arrival checks of reservations for arrivals within the next three days.
• Process all deposit payments.
• Respond to all emails and phone enquiries in a timely and prompt manner.
• Be knowledgeable on hotel product and services.
• Create SRP codes and support groups creations, group masters and packages.
• Process group rooming list.
• Ensure groups attrition and group blocks cut off in a timely manner in accordance to signed contracts.
• Get approval and process documentation for waivers for no show charges or late cancellation charges.
• Ensure proper and accurate filing of correspondence and records.
• Manage Direct Bill documentation with Front Office.
• Support delivery of exceptional guest service delivery through working with all stakeholders.
• Support upselling opportunities.
• Identify new account and group business and liaise for sales team to follow up.
• Protect rate integrity for contracted accounts and liaise with sales team to follow up for requests on rate information.
• Ensure accurate and timely submission of reports and proper upkeep of documents.
• Comply with all company policies and brand standards relating to reservations process and systems operational procedures.

Requirements

What are we looking for?

A Reservations Executive 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:

• Minimum 2 years’ experience in a similar capacity with international hotel chain.
• Relevant diploma or degree in a business discipline.
• Passionate about delivering exceptional guest experience.
• Accountable and always positive in exploring alternatives and opportunities for better performance.
• Focused on driving success for the hotel.
• Proactive, confident and reliable.
• Committed to self-learning and development of the team members.
• Flexibility to respond effectively with changes in business.
• An excellent team player who works well with different stakeholders to ensure success of hotel.
• Has sense of urgency and discipline to ensure tasks are completed in a timely manner.

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!