Reservation Manager

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 its with Hilton where we never forget the reason were here: to delight our guests, Team Members, and owners alike.

The Reservations Manager is responsible for the accurate recording and processing of reservations as well as the maximization of room sales through pro-active selling and up-selling techniques.

What will I be doing?

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

• To train reservations team on all aspects of duties in the reservation office and customer service skills inline with the DoubleTree brand standards
• To assist Front Office Manager with reservations training for front desk team.
• To conduct regular staff appraisals
• To foster team work and motivate team. Act on team member survey results.
• To ensure guest history is well maintained and fully utilized.
• To ensure all incoming correspondence is answered within 24 hours.
• To ensure a high standard of customer service and professional business correspondence is maintained.
• To oversee Reservations Supervisor responsibility to manage the day to day flow and distribution of work load.
• To ensure all reservations for the next days arrival are reviewed thoroughly for accuracy.
• To review group blocks on a regular basis and ensure deposit and cut off deadlines are adhered to.
• To liaise with Director of Sales & Marketing and Revenue Manager on-day selling strategies to ensure maximum revenue.
• To set aggressive overbooking levels for future to ensure utilization of all opportunities. Maintain knowledge of availability at competitor hotels for potential book outs
• To deal with guest and booker comments and complaints.
• To share and obtain information of comments and complaints received by companies, guests, bookers with Director of Sales and Front Office Manager
• To incorporate Reservations Supervisor in Revenue Management tasks and train and delegate responsibilities as often as possible
• To review Reservations made daily to ensure compliance with pre-set restrictions and effectiveness of applied CRS restrictions
• To review Reservations cancelled daily to identify possible pattern and rate resistanc
• To constantly review rate and room type restrictions in 14 days booking window to adjust if necessary.
• To conduct competitor comparisons to collate intelligence to suggest to RevMax committee possible rate or strategy adjustments
• To ensure all rates are correctly loaded in a timely fashion (locally, CRS and GDS
• To work closely with Front Office Manager to maintain and implement new up-selling and other revenue enhancing programs.
• To make recommendations for improvement of business practices in view of total hotel revenue
• To attend RevMax meeting and highlight threats and opportunities with regards to the hotel revenues and its competitive positioning.
• To ensure that reservations and front office maintain a commercial approach at all time and utilize all revenue opportunities (i.e. up-selling)
• To monitor the awarding of complimentary stays (groups and individuals).

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.

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 travellers 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!