Reservations & Groups Agent

Job description

A Reservations & Groups Agent will serve as the main contact for room reservations at the hotel; and therefore, must offer an excellent service and influence the Guest decision to stay at the property.

What will I be doing?

 

As a Reservations & Groups Agent, you will serve as the first line of inquiry for room reservations within the hotel, individual and group reservations. A Reservations & Groups Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations & Groups Agent will perform the following tasks to the highest standards:

·  Convert, quickly, inquiries into contracted business
·  Respond, positively, to sales inquiries to develop future sales leads
·  Identify sales leads, as appropriate
·  Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectation
·  Provide prompt and efficient service while maintaining the hotels brand standards
·  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
·  Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates
·  Produce quotations and written confirmation to all clients
·  Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
·  Ensure bookings are guaranteed and no show charges/late cancellation charges are applied where appropriate, and Reservations policies and procedures are followed to ensure Guest satisfaction

What are we looking for?

A Reservations & Groups Agent 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:

·  Good organisational and administration skills
·  Positive attitude and good communication skills
·  Commitment to delivering a high level of customer service
·  Confident telephone manner
·  High level of IT skills
·  Excellent grooming standards

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

·  Knowledge of the hotel property management systems
·  Previous experience in the Reservations/Sales function within the hotel/leisure sector
·  Relevant degree or other qualification in a business discipline
·  Portuguese speaker (Mandatory)

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 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!