Reservations Manager

Description

The Reservations Manager 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 and focused in achieving revenue targets.

What will you be doing? 

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

• Provide directions and trainings to the Reservations team to ensure efficient delivery of operations including but not limited to room inventory control and availability, accurate rate loading and audit, individual and group reservations and blocks cut-off, upselling and forecasting.
• Manage and communicate hotel occupancy, promotions and operational updates with relevant stakeholders.
• Support team members’ development by providing supervision, coaching, mentoring, performance reviews, recognition for good performance and career development guidance.
• Develop and revise forecasts and identify opportunities for increased rate and occupancy for hotel
• Practise strategic thinking and knowledge of market trends to accelerate hotel performance
• Work with internal stakeholders including Revenue, Sales and Marketing for commercial success
• Ensure accurate and timely submission of reports and proper upkeep of documents
• Ensure team perform pre arrival checks on all reservations and ensure billing of no show charges
• Ensure quality and accurate capture of guest reservations details, preference and details.
• Comply with all company policies and brand standards relating to reservations process and systems operational procedures.
• Carry out any other reasonable duties and responsibilities as assigned by the management in view of changing business needs.

Requirements

What are we looking for?

A Reservations Manager 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 5 years’ experience in a similar capacity with international hotel chain.
• Relevant degree in a business discipline.
• Passionate about delivering exceptional guest experience.
• Excellent command of written and spoken English and Chinese to meet business needs.
• Energetic, vibrant and inspiring to the team.
• An innovative self-starter, with confidence and resilience.
• Accountable and always positive in exploring alternatives and opportunities for better performance.
• Focused on driving success for the hotel.
• Warm, sincere and inclusive in interpersonal interactions.
• Proactive, confident and reliable.
• Committed to self-learning and development of the team members.
• Lead by example and support day-to-day Reservations opertions
• Flexibility to respond effectively with changes in business
• Strong analytical skills to understand key business indicators, competitive trends and develop strategies.
• Good interpersonal, organizational and communication skills.
• Excellent planning and organisation skills.
• Strong leadership in managing and motivating a large team.
• 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.
• Knowledge of the hotel's property management systems of OnQ

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!