What will I be doing?
As the Reservations Manager, you will be responsible for performing the following tasks to the highest standards:
- Make sure all team members complete the Hilton University courses and pass the tests.
- Organize regular trainings to make sure team members are familiar with hotel product knowledge and activities as well as the service standards and requirements.
- Assist the Commercial Director / Revenue Manager to complete the hotel budget and forecast.
- 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.
- Note any changes in the main guest sources and market and report the trends changes to the Revenue Manager and Commercial Director.
- Make sure all commissions are correct and followed-up on promptly.
- Make sure all reject business is filed with the reasons.
- 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 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:
- Hospitality: We are passionate about delivering exceptional guest experience.
- Integrity: We do the right thing all the time
- Leadership: We are leaders in industry and our communities
- Teamwork: We are team players in everything we do
- Ownership: We are owners of our actions and decisions.
- Now: We operate with a sense of urgency and discipline
- University graduate.
- Minimum 5 years of experience in a similar capacity with international chain hotels.
- Excellent command of written and spoken in English and Chinese to meet business needs.
- Good interpersonal, organizational and communication skills.
- Good team player.
- Able to work under pressure and deal with stressful situations during busy periods.
- Able to lead, provide guidance and develop team members.
- Knowledgeable and skilled in crisis management.
- Innovative self-starter with high motivation.
