Reservations Agent

Description

A Reservations Agent will serve as the main contact for room 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 Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel. A Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards:

• Responding to all enquiries in a highly professional & personalized manner.
• Reservations Agent should be offering the most suitable room types and curate the experience based on guest preference.
• Answer both internal /external calls as per Brand standard and FORBES.
• Should know and able to describe the booking terms and policies for various packages.
• Ensure that all reservations requests are processed with quality along with all information obtained should be updated and shared with relevant department.
• Handle modification or cancellation enquiries from guests and partners.   
• Building and maintain strong relationship with partners, regular bookers, repeater.
• Performing Quality checks on arrivals and Reservations entered previous day to ensure that all necessary information’s including billing, VIP levels, preference, act updated as per Standard.
• Upselling Higher room types.
• Review No-show and Late cancellation and action accordingly. Understand the business trends and take calculated risks when required.
• Handle all incoming emails related to reservation promptly as per standard response time.
• Up to date knowledge about the ongoing promotions and hotel offerings provide accurate and efficient information to guests.
• Record keeping of all reservations correspondence including complimentary/ House Use Forms, LPO’s, Voucher stays etc.
• Follow-up payments for reservation which require prepayments. Eg. Advance Deposits, Travel agent reservations with cash payment basis.
• Resolve guest issues –and act as point of contact. In case of escalation needed, should be done immediately.
• Closely work with commercial team and participate in business meeting whenever needed.
• Handle Group reservations (If applicable) including creation of SRP’s, Group Master, rooming list, build package.
• Brief understanding and process of Package elements and distributions.
• Collaborate with other departments including Front Office, Commercial, and Finance etc.          
• Keep open communication with the Reservations Manager and proactively highlight any operational challenge, guest complaints, initiates etc.

Requirements

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 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 collegiate-level degree

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!