Reservations and Groups Agent

Description

Summary 

This position is a key support for delivering heartfelt, exceptional experiences to the hotel’s transient and group guests, whilst supporting the overall hotel’s commercial strategy. This position’s main areas of responsibility are:

• Ensuring all transient reservations are managed effectively and efficiently in line with Hilton brand standards, that outstanding customer service is provided to all internal and external stakeholders, and that all reservations in the booking system are loaded at the highest quality standard, and
• Providing administrative support to the Groups, Conference & Events team in managing group reservations from the initial enquiry, through to contract, block management and final billing.

What will I be doing? 

Reservations

• Process transient reservations efficiently, whilst maintaining a high degree of customer service focus,
• Complete regular audits of transient reservations to ensure all pertinent information is captured, in accordance with the reservations procedure,
• Maximise room sales and revenue for the hotel,
• Develop and maintain a broad range of product knowledge about the hotel,
• Develop and maintain a detailed understanding of the local Brisbane market,
• Input and maintain accurate information in all hotel systems, whilst adhering to system best practice and standards, and
• Liaise closely with the Finance Department to ensure all company procedures in relation to credit, accounts and billing are adhered to.

Group Sales, Conversion and Commercial Focus

• Be aware of the key revenue goals and targets of the department to focus all sales opportunities to achieving these goals

To provide administrative support in –

• Managing incoming group enquiries in a professional manner and in accordance with brand standards, whilst responding positively to all sales opportunities
• Delivering comprehensive, accurate, and customised proposals within a timely manner,
• Preparing agreements within a timely manner, whilst negotiating commercial terms and conditions,
• Preparing group arrival sheets for upcoming stays, maintaining clear communication between departments,
• Reviewing and inputting rooming lists, whilst maintaining attention to detail and adhering to system best practice,
• Editing group reservations as required by the Reservations and Groups Executive, and  
• Preparing invoices and processing commissionable revenue in accordance to Hilton brand standard.
• Ensuring accurate information is maintained in all operating systems, whist adhering to Hilton best practice
• Assisting in collating market intelligence
• Developing successful customer partnerships
• Developing and maintain a broad range of product knowledge about the Hotel
• Having an understanding and knowledge of our competitors strengths and weaknesses
• Delivering outstanding customer service whilst ensuring a clear and effective line of communication is maintained with all relevant departments within the Hotel
• Organising and prioritise work in order to ensure guaranteed response times are met

Group Room Management

To provide administrative support in –

• Ensuring group revenue is forecasted accurately in all systems
• Ensuring all deposits are received and paid in accordance to contract terms and conditions
• Finalising final rooming list, accommodation requirements and accounting instructions prior to group arrival
• Clearly communicating with all hotel departments to ensure the smooth running and success of all groups, including production of detailed group arrival sheets
• Ensuring all bedroom invoices are accurate and sent to the client in a timely manner post-stay

• Delivering loyalty program benefits and promote enrolment of Hilton HHonors

Requirements

What are we looking for?

A Reservations and Groups 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:

• A passion for delivering great customer service
• A highly professional telephone manner and excellent communication skills
• Outstanding administration and organisational skills
• Intermediate computer proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a Reservations environment

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 travelers 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!