Job Description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

Overview of Role

A Reservation Agent with Conrad Hotels and Resorts serves as the first line of inquiry for all reservations within the hotel.

What will it be like to work for this Hilton Brand?

We are more than a place to stay; we are a place to Stay Inspired. Our job is to discover what inspires our Guests so that we may ensure an experience of a lifetime. Our job is also to discover what motivates and inspires each of us to consistently provide luxury service.

What will I be doing?

As Reservations Agent, you will serve as the first line of inquiry for all reservations within the hotel. You are responsible for offering excellent customer service, options, and other solutions to meet guest needs. Specifically, a Reservation Agent will be responsible for performing the following tasks to the highest standards:

• Complete Hilton University courses and pass the tests.

• Familiar with hotel product knowledge and activities.

• Maximize room sales and revenue for the hotel, prioritizing up-selling.

• Check daily all new reservations, cancel or change reservations, make sure information passed to relative departments are correct.

• Check arrival guests or groups of 3-5 daily, making sure the guest information, requirements and price information is correct.

• Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, email, etc.

• Always maintain a sales attitude, not losing any sales opportunity in the hotel.

• Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.

• Make sure all commissions are correct and followed-up on promptly.

• Ensure that all correspondence has been filed accordingly, with correct and updated information.

• Comply to the hotel credit policy and make sure all forecast revenues are met.

• Comply with set rooms supply and price control.

• Maintain and update guests' information and sales data by reservation procedures.

• Maintain high level guest service standards.

• Ensure all information input is correct.

• Keep close attention to team members' requirements, including attention to every team member's workload and duties, to fulfil operation needs.

• Maintain clean and tidy work areas at all times.

• Comply with all company policies relating to reservations.

• Comply with all systems and procedures as laid down by the hotel.

• Prioritize the quality of reservations.

• Strictly follow brand standards.

• Ensure that all team members have a complete understanding of and adhere to the hotel's team member rules and regulations.

• Carry out any other reasonable duties and responsibilities as assigned.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Reservation 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:

• Proficiency with computers and computer programs, including Microsoft Office
• Outstanding administration and organizational skills
• Good command of written and spoken English
• Highly professional in telephone manner and excellent communication skills
• Ability to work independently
• Positive attitude and committed to delivering a high level of customer service
• Vocational training in related field, preferred
• Previous experience in a reservations environment, preferred

What benefits will I receive?

Your benefits will include holiday entitlement - as an employee you can become a member of 'Go Hilton' Programme which provides reduced hotel room rates in our hotels worldwide, plus discounts on products and services offered by Hilton Worldwide and its partners. We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton.