Reservations Executive

Job Overview

The Reservations Executive is responsible for managing hotel reservations with accuracy and efficiency. This role involves processing bookings, updating guest preferences, ensuring timely communication, and supporting guest services to uphold Hilton's high standards.

Key Responsibilities

• Promptly process and update all reservations with precision.
• Maintain accurate guest and billing information within the OnQ system.
• Ensure detailed capture of guest preferences and reservation information.
• Conduct daily quality control checks on reservations.
• Follow up on no-shows and late cancellations from the previous day, applying charges as needed.
• Monitor Hilton Honors redemptions and take necessary follow-up actions.
• Verify successful virtual credit card transactions and address any unsettled payments.
• Carry out pre-arrival checks for guests arriving within three days.
• Process all deposit payments appropriately.
• Respond promptly to email and phone inquiries.
• Maintain comprehensive knowledge of hotel products and services.
• Create SRP codes, support group bookings, and manage group masters and packages.
• Administer group rooming lists effectively.
• Monitor group attrition and block cutoffs per contract terms.
• Obtain approval and process waivers for no-show and late cancellation charges.
• Accurately file all correspondence and documentation.
• Handle Direct Bill documentation coordination with Front Office.
• Collaborate with stakeholders to deliver outstanding guest service.
• Identify upselling opportunities to enhance guest experience and revenue.
• Support business development by identifying new accounts and liaising with sales teams.
• Preserve rate integrity for contracted accounts, coordinating with sales on rate inquiries.
• Ensure timely and accurate submission of reports and document maintenance.
• Adhere strictly to company policies and Hilton brand standards for reservations and system operations.

Candidate Profile

• Minimum two years’ experience in a reservations role within an international hotel chain.
• A relevant diploma or degree in business or related fields.
• Strong passion for delivering superior guest experiences.
• Positive, accountable, and open to exploring innovative ways to improve performance.
• Goal-oriented and focused on the hotel’s overall success.
• Proactive, confident, and dependable with a commitment to continuous learning.
• Adaptable to changing business needs.
• A dedicated team player who collaborates effectively with multiple stakeholders.
• Exhibits urgency and discipline to complete tasks promptly.

About Hilton

Hilton is a renowned worldwide hospitality company offering a variety of accommodations from luxury full-service hotels to extended-stay suites and mid-range properties. With nearly a century of delivering outstanding service and amenities, Hilton focuses on providing exceptional guest experiences across its brands. The company's vision is to "fill the earth with the light and warmth of hospitality," with a dedicated team driving remarkable experiences daily.