Assistant Reservations Manager

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 Assistant Reservations Manager is responsible for the accurate recording and processing of reservations and the maximization of room sales through pro-active selling and up-selling techniques.  What will I be doing? As the Assistant Reservations Manager, you will be responsible for performing the following tasks to the highest standards:  • Make sure all team members finish the Hilton University courses and pass the test.  • Organize regular trainings to make sure team members are familiar with hotel product knowledge and activities, as well as the service standards and requirements.  • Assist the Commercial Director / Revenue Manager to finish the hotel budget and forecast.  • Maximize room sales and revenue for the hotel, up-selling as the highest priorities.  • Check daily all new reservations, cancel or change reservations, making sure information is passed to the respective departments correctly.  • Check daily 3-5 arrival guests or groups, making sure that the guest information, requirements and price information is correct.  • Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, emails, 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.  • Focus on any change from main guest sources and market, reporting trend changes to the Revenue Manager and Commercial Director.  • Make sure that all commissions are correct and follow up promptly.  • Make sure that all rejected business is filed by reason.  • Ensure that all correspondence has been filed accordingly, with correct and updated information.  • Comply with hotel credit policies and make sure to forecast revenue.  • Comply to setting rooms supply and price control.  • Maintain and update guest information and sales data by the Reservations procedure.  • Sustain high level guest service standards.  • Ensure that all input information 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 related to reservations.  • Comply with all systems and procedures laid down by the hotel.  • Prioritize quality of reservations.  • Strictly follow brans 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.  Direct Reports  • Reservations Agent  What are we looking for?  An Assistant Reservations Manager 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.  • Minimum 4 years of experience in a similar capacity with international chain hotels.  • Excellent command of written and spoken English and Chinese language to meet business needs.  • Good communication, organizational and interpersonal skills.  • Able to work under pressure and deal with stressful situations during busy periods.  • Knowledgeable and skilled in crisis management.  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!