Position Statement

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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.

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What will you be doing?

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

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

What are we looking for?

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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:

\n\n\n\tMinimum 2 years’ experience in a similar capacity with international hotel chain.\n\tRelevant diploma or degree in a business discipline.\n\tPassionate about delivering exceptional guest experience.\n\tAccountable and always positive in exploring alternatives and opportunities for better performance.\n\tFocused on driving success for the hotel.\n\tProactive, confident and reliable.\n\tCommitted to self-learning and development of the team members.\n\tFlexibility to respond effectively with changes in business.\n\tAn excellent team player who works well with different stakeholders to ensure success of hotel.\n\tHas sense of urgency and discipline to ensure tasks are completed in a timely manner.\n\n\n

What will it be like to work for Hilton?

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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!