Cluster Reservations Internship

Job description

About 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!
Position Statement:
The Cluster Reservations Trainee main responsibility is to help customers with planning and booking reservations for one of the six Cluster hotels in The Netherlands.
The Netherlands Reservations Cluster consists of the following hotels:
- Hilton Amsterdam Airport Schiphol
- Hilton Amsterdam
- DoubleTree by Hilton Amsterdam Centraal Station
- Hilton The Hague
- Doubletree by Hilton Royal Parc Soestduinen
- Hilton Rotterdam
The Cluster Reservations Trainee needs to be able to assist guests for the above hotels providing customer service, sell additional services and upgrades, give direction and advice and maintain guest records.
Minimum of 20 weeks internship.
Position Summary:
• Supporting Cluster Reservations Agents with all day-to-day tasks, ensuring to obtain knowledge about the Cluster Reservations Department and work responsibilities
• Manage telephone and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
• Assisting and advising customers who may be choosing from a variety of booking options.
• Cancel / updating of reservations via the OnQ Reservations systems
• Exact knowledge and correct application of various rates
• Handling tasks through a daily checklist
• Produce quotations and written confirmation to all clients
• Processing payments and sending confirmation details to customers
• Upselling products and services, when appropriate, by informing customers of additional services or special packages, such as upgraded accommodations
• Observance of the established standards of service
• Taking note of special requests/wishes of guests and making sure that these are followed
• Ensure bookings are guaranteed and no show charges/late cancellation charges are applied where appropriate
• Receiving feedback and gaining knowledge, personal growth is key in this position
• Following trainings and join communication meetings

Qualifications
The success in this role will demonstrate itself through the following attributes and skills:
• Accuracy
• Language skills (English required, Dutch preferred)
• Professional writing and speaking
• Hospitable
• System knowledge
• Product knowledge
• Knowledge of company policies
• Communication skills
• Knowledge of current activities in all hotels
• Knowledge of functions of the computer and ability to resolve minor errors in the software itself
• Behave at all times in such a way as to avoid accidents
• Is able to raise the internal alarms correctly
• Ensure the cleanliness of all equipment at all times
Required Qualifications
• Minimum Education: MBO
• Minimum Years of Experience: -
• Any Licenses or Certificates Required: No
Preferred Qualifications
• Education: Hotel Management School, Tourism Education (MBO or HBO)
Notice
The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is hospitality business and a hospitality service atmosphere must be projected at all times.
The position consists of the activities as described in this job description. In addition, the employee shall perform, to the best of his/her abilities, all the duties in connection with the business of the employer which may reasonable be assigned to him/her by or on behalf of the employer and shall act in accordance with the instructions issued by or on behalf of the employer.
Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subjected to disciplinary action, up to and including termination of employment.
I HAVE READ AND UNDERSTAND THE POSITION DESCRIPTION INFORMATION AND HEREBY STATE THAT I CAN PERFORM THE ESSENTIAL FUNCTIONS OF THE JOB WITH OR WITHOUT REASONABLE ACCOMMODATION. ACCOMMODATIONS ARE DETERMINED BY MANAGEMENT.