Reservation Agent

4 weeks ago

Shanghai, Shanghai, China Hilton Full time

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.

The Reservations Agent 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 Agent, you will be responsible for performing the following tasks to the highest standards:


• Complete Hilton University courses and pass the tests.


• Familiar with hotel product knowledge and activities.


• Maximize room sales and revenue for the hotel, prioritizing up-selling.


• Check daily all new reservations, cancel or change reservations, make sure information passed to relative departments are correct.


• Check arrival guests or groups of 3-5 daily, making sure the guest information, requirements and price information is correct.


• Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, email, etc.


• Always maintain a sales attitude, not losing any sales opportunity in the hotel.


• Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.


• Make sure all commissions are correct and followed-up on promptly.


• Make sure all reject business is filed with the reasons.


• Ensure that all correspondence has been filed accordingly, with correct and updated information.


• Comply to the hotel credit policy and make sure all forecast revenues are met.


• Comply with set rooms supply and price control.


• Maintain and update guests' information and sales data by reservation procedures.


• Maintain high level guest service standards.


• Ensure all information input is correct.


• Keep close attention to team members' requirements, including attention to every team member's workload and duties, to fulfil operation needs.


• Maintain clean and tidy work areas at all times.


• Comply with all company policies relating to reservations.


• Comply with all systems and procedures as laid down by the hotel.


• Prioritize the quality of reservations.


• Strictly follow brand standards.


• Ensure that all team members have a complete understanding of and adhere to the hotel's team member rules and regulations.


• Carry out any other reasonable duties and responsibilities as assigned.


• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Reservation 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:


• 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.


• Excellent command of written and spoken in English and Chinese to meet business needs.


• Good interpersonal and communication skills.

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

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