Reservations Supervisor

Job description

A Reservations Supervisor oversees the Reservations Team and how it performs routine procedures in order to maximise revenue and Guest satisfaction.

What will I be doing?

As Reservations Supervisor, you oversee the Reservations Team and how it performs routine procedures in order to maximise revenue and Guest satisfaction. The Reservations Supervisor will work with the Reservations Team to develop future and repeat business opportunities. Specifically, you will be responsible for performing the following tasks to the highest standards:

·  Assist in the day-to-day operations of the Reservations Department
·  Manage telephone, fax 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
·  Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximise revenue
·  Produce quotations and written confirmation to all clients
·  Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
·  Ensure Team Members are developed effectively, maintain a thorough understanding of hotel facilities and processes, and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
·  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
·  Monitor the appearance, standards and performance of the Reservations Team with an emphasis on training and teamwork
·  Assist in the recruiting, managing, training and developing of the Reservation team

What are we looking for?

A Reservations Supervisor 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

What will it be like to work for Hilton?

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our  Go Hilton Team Member Travel  discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.