Senior Reservationist

Be among the first 25 applicants.

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.

Main Focus and Challenges

As Senior Reservationist, you will serve as the first line of inquiry for room reservations within the hotel and are responsible for offering excellent customer service, options, and other solutions to meet Guest and Customer needs.

This position is also concerned with working alongside the Commercial Team to maximise the hotel's room revenue and assisting in growing the market share, reflecting on competitive analyses, maintaining group and transient inventory controls, & overseeing the reservation team.

Key KPI is to achieve occupancy targets / levels as identified in the annual budget and marketing plan for Reservations.

You will also work with the Sales Team to support future and repeat business opportunities.

What is Expected of Me?

Passionate, innovative, exciting initiatives delivered with consistency and excellent attention to detail

Create an environment of learning, enjoyment and involvement where the team freely contributes towards Equilibrium and CARE Culture.

To be an outstanding coach, mentor and leader, committed to personal development, for team and self.

To share the responsibility for making Chateau on the Park, Christchurch a DoubleTree by Hilton the market leader.

A pro-active approach to health and safety for our internal customers.

Positive involvement and interaction with the overall Hilton team both at an individual and team level.

Duties and Responsibilities

Manage telephone and email enquiries via all channels in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times

Assist in identifying any new contacts and sales leads (e.g. recognising repeat client bookings with no corporate contracts & passing to Sales Manager for new opportunities)

Produce quotations and written confirmation to all clients in a timely manor

Complete pre-set task lists and any additional tasks as directed by the GM&E Manager

Ensure all activities and traces are actioned in a timely manner and results of such recorded.

Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business

Maintain a thorough understanding of hotel facilities and processes, and contribute to 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

Analysis of RMY & DD reports daily with all material changes being advised to GM&E Manager / Commercial Manager

Room allocations

Assist Commercial team with revenue strategies, ensuring they are implemented accurately, monitored and maintain rate parity across all channels

Comply with all systems and procedures as laid down by the Commercial Manager / Hotel Manager / GM&E Manager

Advise the Commercial Manager / Revenue Manager / GM&E Manager of any changes or trends relating to business

Ensure revenue systems are maintained and run with efficiency; OnQ PM, OnQ R&I, GRO and OTA Insight etc

Oversee and monitor hotels' presence within relevant channels by : monitoring competitor rates on retail sites; ensuring rate and inventory parity for retail sites; ensuring optimum inventory and yield; and conducting random audits on rate, inventory, closeouts, and productivity.

Inventory control – daily monitoring of OOO rooms, overbooking, no shows and quality of reservations made

Assist Commercial team with distribution production & channel management reports

Monitor Delphi and follow up on outstanding prospect / tentative bookings by reviewing daily production reports / weekly prospect reports

Review room blocks in OnQ R&I and ensure inventory is picked up / released as per contracted terms and conditions

Supervise the operation of the reservation team and ensure a high level of customer service is consistently maintained

Assist with team coverage in the absence of any reservations team members

Provide mentoring, coaching and skill growth of reservation team

Ensure department daily check lists are completed

Ensure the complete administration and execution of all group bookings, following global standards

Ensure highest quality of standards for relationship building, customer service, selling techniques, billing and processing are followed in the reservations team

Communicate efficiently and effectively with departments in the hotel to ensure a seamless guest experience

Any other duties assigned by the Commercial Manager / Hotel Manager / GM&E Manager

Customer Service

Focus Reservations team on hospitality and ensuring a consistently high standard of customer service is delivered.

Oversee day-to-day operations ensuring standards are adhered to and maintained.

Ensure a consistently high standard of presentation is maintained for both the department and personnel.

Be cognizant of all SEP feedback and scores.

Ensure a high level of product knowledge of the hotel and local area.

Ensure HRCC Test Calls are carried out on a monthly basis.

Team Management

Work with the GM&E Manager to create department specific KPI's and hold the team accountable for achieving these.

Develop team and individual skills and performance to the highest possible level.

Ensure team members regularly attend communication meetings held within the department.

Actively develop team members' skills and performance through coaching and training.

Ensure communication between Reservations and all other areas of the hotel is professional, efficient and thorough.

Maintenance of Systems and Procedures

To ensure all systems are kept up to date with accurate information and Hilton Worldwide standards are complied with fully.

Maintain accuracy of guest profiles.

Review, maintain and implement systems and procedures as directed.

Ensure system is being maintained as per company policies and procedures.

Cost Control

Maximisation of room sales and revenue for the hotel.

Adheres to pre-set availability and rate control.

Ensure all refused business is recorded with reason for refusal.

Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel.

Ensure that sales are maximised through answering the customers' needs and that costs are controlled without compromising quality.

Work within all pre-set budgetary limits.

Workplace Health and Safety

Ensure that minimum standards are established for plant, materials, equipment, product, buildings and employee work activities are attained and maintained.

Ensure sufficient and suitable personal protective equipment is provided, suitably maintained and correctly used when required.

Take any other such action that is necessary to guarantee the integrity of the WHS systems manual and its requirements.

Working in a safe and healthy manner and encouraging the safe behaviour of their peers.

Taking reasonable care for the health and safety of people (other employees, contractors, guests, members of the public) at the Chateau on the Park Christchurch, a DoubleTree by Hilton.

Keeping their work area safe, clean and tidy, accepting and abiding by the intent and instruction of the WHS policy.

Immediate Reporting and WHS Committee

To immediately report to their direct manager or WHS committee member, all potential incidents / hazards which cause injury, ill health or damage and to actively participate in programs undertaken to eliminate or control such hazards.

Undertaking all training in safe work practices, system requirements, and where necessary, re-training.

Undertake rehabilitation and return to work program requirements, if injured.

Wearing and maintaining all personal protective equipment.

Co-operate with Hilton regarding any requirement that is enforced in the interests of health, safety and welfare at work.

Monitor contractor WHS performance in area of responsibility.

Take any other such action that is necessary to guarantee the integrity of the WHS systems manual and its requirements.

Participating in all WHS consultative meetings, emergency response rehearsals and reviews.

Qualifications

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.

Minimum of 2 years supervisor experience in Reservations.

Customer Focused.

High commercial awareness.

Excellent people motivator.

Good communication skills.

Culturally aware and flexible.

Decision making skills.

Excellent and fluent command of English, written & spoken.

Fluent in one other foreign language beneficial.

Computer literate, experience with OnQ.

About 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!

Work Location

Chateau on the Park - Christchurch, a DoubleTree by Hilton

Schedule

Full time

Brand

DoubleTree by Hilton

Job Type

Call Center and Reservations

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Other

Industry

Hospitality

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