Reservations Agent

Exceptional Hospitality Starts with You

Responsibilities

Here's what you'll do during a typical day:

ESSENTIAL FUNCTIONS

• Responding to all enquiries in a highly professional & personalized manner.
• Reservations Agent should be offering the most suitable room types and curate the experience based on guest preference.
• Answer both internal /external calls as per Brand standard and FORBES.
• Should know and able to describe the booking terms and policies for various packages.
• Ensure that all reservations requests are processed with quality along with all information obtained should be updated and shared with relevant department.
• Handle modification or cancellation enquiries from guests and partners.
• Building and maintain strong relationship with partners, regular bookers, repeater.
• Performing Quality checks on arrivals and Reservations entered previous day to ensure that all necessary information’s including billing, VIP levels, preference, act updated as per Standard.
• Upselling Higher room types.
• Review No-show and Late cancellation and action accordingly. Understand the business trends and take calculated risks when required.
• Handle all incoming emails related to reservation promptly as per standard response time.
• Up to date knowledge about the ongoing promotions and hotel offerings provide accurate and efficient information to guests.
• Record keeping of all reservations correspondence including complimentary/ HU Forms, LPO’s, Voucher stays etc.
• Follow-up payments for reservation which require prepayments. Eg. Advance Deposits, Travel agent reservations with cash payment basis.
• Resolve guest issues –and act as point of contact. In case of escalation needed, should be done immediately.
• Closely work with commercial team and participate in business meeting whenever needed.
• Handle Group reservations (If applicable) including creation of SRP’s, Group Master, rooming list, build package.
• Brief understanding and process of Package elements and distributions.
• Collaborate with other departments including Front Office, Commercial, and Finance etc. to

• Keep open communication with the Reservations Manager and proactively highlight any operational challenge, guest complaints, initiates etc.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Assists office in any other administrative duties as needed.

• Prepares reports as required.

• Attends training and meeting as required.

Qualifications

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

• Ability to read, listen and communicate effectively in English.

• Ability to access, read and accurately input information using a moderately complex computer system.

• Ability to effectively deal with both internal and external customers, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions.