Director of Reservations

Description

Step into an icon of elegance and history at the Palmer House, a Hilton Hotel. Nestled in the heart of Chicago, this storied property continues to set the standard for luxury and hospitality. Join our team as we deliver remarkable guest experiences in a historic setting that offers unmatched style and service.

The Role:

As the Director of Reservations at the Palmer House, you will manage all aspects of reservations and inventory strategy to maximize revenue and enhance the guest booking experience. This position is critical in coordinating with Sales, Service, and Revenue Management to ensure accurate and effective group inventory management. Your expertise will drive seamless room allocation, contributing to our hotel’s operational and financial success for this big box Hilton managed hotel.

Key Responsibilities:

• Strategic Leadership: Oversee all aspects of the Reservations department, developing policies, procedures, and service standards that ensure the efficient handling of individual and group bookings.
• Revenue Optimization: Utilize Hilton’s forecasting and yield management tools to maximize occupancy and revenue; adjust inventory and pricing based on demand trends and competitor analysis.
• Collaboration with Key Departments: Partner with Sales and Marketing to align promotional strategies with demand forecasts. Coordinate closely with Front Office and Revenue teams to ensure seamless communication and optimal room allocation.
• Guest Experience Excellence: Ensure that our reservations processes consistently deliver a luxury experience from booking through arrival, maintaining high satisfaction and loyalty scores.
• Data-Driven Analysis: Conduct regular analysis of reservation patterns, market conditions, and booking sources, translating insights into strategic actions that drive business success.

What We’re Looking For:

• Experience: Minimum 5 years of experience in hotel reservations or revenue management, with at least 2 years in a leadership role within a large, full-service property.
• Technical Proficiency: Proficiency in reservation systems (preferably ONQ) and an in-depth understanding of revenue management principles and forecasting tools.
• Leadership: Proven ability to lead, inspire, and develop a team, fostering a high-performing and service-oriented culture.
• Analytical Skills: Strong ability to analyze data and trends, using insights to inform strategy and drive impactful results.
• Attention to Detail: A meticulous approach to managing inventory, rates, and guest information, ensuring accuracy and a seamless booking experience.

Requirements

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

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!