Reservations Agent

at  Hilton

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

• Ensure the accurate administration of all bookings for bedrooms or restaurant reservations and related correspondences including billing details
• Manage telephone, fax and email enquiries in a prompt and professional manner and in accordance with company strategy & standards ensuring accuracy and attention to details at all times.
• Maintain a high level of product knowledge about the hotel and local area
• 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
• Complete arrival quality checks in line with company standards
• 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
• To be responsible for the successful planning and overall execution of small events, dinners, lunches, afternoon teas, etc. that take place within the hotel.
• Ensures to interact frequently with customers and Guests to learn about their needs and develop relationships from which to earn repeat and expanded business.
• Proactively identifying opportunities to upsell and secure incremental revenue for the hotel
• Exceptional customer service level to ensure that expectation is exceeded and repeat business is secured
• Responsible that all BEO’s / Group Sheets are handed over to the Food and Beverage Operations Team / Front Office Team every week for the following 7- 10 days outline and that all the information is accurate, confirmed and billing details documented and in line with the credit policy.
• To conduct show rounds, pre con meetings, post meeting if requested.