Reservations Manager (Pre-Opening) - Waldorf Astoria

Job description

Description

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 it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike. 

Are you someone who loves creating memorable experiences for guests?

We are looking for a warm and enthusiastic Reservations Manager to join our close-knit team. In this role, you will ensure every reservation is handled with care and precision, while also using your charm and skills to maximize room sales through proactive selling and up-selling techniques.

If you have a passion for hospitality, a keen eye for detail, and a heart for service, we would love to welcome you to our family. Apply now and join us to continue creating unforgettable moments for our guests.

What will I be doing?  

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

•  Guest Service Excellence

Deliver exceptional service by proactively anticipating and meeting guest needs and preferences.

Respond to inquiries and resolve concerns with professionalism, empathy, and efficiency, ensuring every guest enjoys a memorable and positive experience.

•  Communication Skills

Demonstrate clear, confident, and effective communication across all levels - engaging professionally with guests, team members, and cross-functional departments.

Proficiency in multiple languages is a highly valuable asset that enhances guest experience and team collaboration.

•  Attention to Detail

Demonstrate a high level of accuracy in managing reservations, special requests, and guest records.

Ensure precise documentation and reporting to support smooth and efficient daily operations.

•  Sales & Upselling

Demonstrate the ability to promote hotel services and amenities to enhance guest satisfaction while contributing to revenue growth. Identify and act on opportunities for upselling and cross-selling in a confident and guest-focused manner.

•  Problem-Solving Abilities

Demonstrate proactive and creative problem-solving by addressing guest concerns with urgency and care. Strive to exceed expectations and contribute to an exceptional overall guest experience.

•  Technical Proficiency

Demonstrate effective use of reservation systems and hotel management software to support daily operations. Adapt quickly to new technologies and digital tools that enhance efficiency and streamline workflows.

•  Leadership & Team Management

Demonstrate strong leadership by inspiring, guiding, and supporting the reservations team to achieve service excellence. Provide ongoing training and development opportunities to cultivate a high-performance, collaborative culture.

•  Market Knowledge

Demonstrate strong awareness of industry trends and competitor offerings. Contribute valuable insights to strategic initiatives focused on attracting new guests and enhancing loyalty among existing ones.

•  Financial Acumen

Demonstrate strong financial awareness by managing departmental budgets and accurately forecasting demand. Analyze financial data to optimize performance and support broader business objectives.

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: 

• Demonstrates a strong track record in reservations or revenue management within a prestigious 5-star luxury international hotel chain, with proven expertise in delivering high standards of service and operational excellence.

• Demonstrate familiarity with pre-opening environments, contributing valuable insights and adaptability during the setup and launch phase. Experience in hotel pre-openings is considered a notable advantage.

• Demonstrate effective leadership and team management by inspiring, guiding, and empowering the reservations team to achieve operational excellence. Foster a collaborative environment that encourages growth, accountability, and high performance.

• Demonstrate excellent communication and interpersonal abilities to engage effectively with guests, team members, and stakeholders. Build strong relationships and foster collaboration to ensure smooth operations and exceptional service delivery.

• Demonstrate proficiency in using reservation systems and revenue management tools to support accurate forecasting, optimize room inventory, and enhance operational efficiency.

• Demonstrate the ability to interpret data effectively and translate insights into strategic decisions. Support revenue optimization, operational efficiency, and guest satisfaction through data-driven planning.

• Demonstrate a customer-focused approach by consistently prioritizing guest satisfaction. Strive to enhance the overall guest experience through personalized service, attention to detail, and proactive support.

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!