Job Description

Job Description

Job Description

JOB OVERVIEW

The Reservations Agent is responsible for managing large volumes of reservation requests efficiently and accurately, ensuring every interaction reflects the hotel's commitment to world-class hospitality. This role will involve direct guest communication, system entry, coordination with other departments, and maximizing occupancy and revenue through strategic upselling.

WHAT WE OFFER:

• Salary: $24.50 per hour
• 401(k) with company matching
• Complimentary employee cafeteria and parking
• Exclusive worldwide Hilton employee travel discount program
• Opportunity to participate in multi-million view TikTok videos (@hiltonuniversal)
• ... and more

DUTIES AND RESPONSIBILITIES

• Respond promptly and professionally to incoming reservation inquiries via phone, email, online platforms, and third-party booking channels.
• Provide guests with comprehensive information on room types, rates, amenities, packages, and promotions tailored to their needs.
• Ensure all reservation details are accurate, including guest preferences, billing instructions, and special requests.
• Deliver a consistent and high standard of customer service, reflecting the hotel's brand and values at all times.
• Handle reservation modifications, cancellations, and no-shows with courtesy and efficiency, adhering to policies and procedures.
• Enter and manage all bookings accurately in the Property Management System (PMS) and relevant reservation platforms.
• Identify upselling opportunities by recommending room upgrades, packages, or ancillary services.
• Maximize occupancy and average daily rate (ADR) by following established rate structures and upselling techniques.
• Promote loyalty programs and ensure guest membership profiles are accurately updated.
• Communicate special guest needs or VIP status to appropriate departments to ensure personalized service delivery.
• Participate in departmental meetings and training sessions as required.
• Maintain a clean, organized, and professional work environment.
• Perform other duties as assigned by management

QUALIFICATIONS AND REQUIREMENTS

Education & Experience

• High school diploma or equivalent required; degree or certification in Hospitality Management is a plus.
• Minimum of 1-2 years experience in a reservations or front office role, preferably in a high-volume hotel or resort.
• Proficiency in hotel Property Management Systems (OnQ).
• Familiarity with global distribution systems and online travel agency (OTA) extranets.
• Experience with revenue management strategies and dynamic pricing tools.

Required Skills/Abilities

• Multilingual abilities are highly desirable.
• Ability to manage multiple tasks in a fast-paced, high-pressure environment.
• Strong organizational skills and high attention to detail.
• Exceptional communication skills, both written and verbal.
• Excellent problem-solving abilities with a proactive and solution-focused mindset.
• Flexibility to work various shifts, including weekends, holidays, and peak periods.

Schedule

The work schedule is based on the demands of the business you must be available days, nights, weekends, and/or holiday availability are required.

Physical, Mental and Environmental & Technical Demands

Fast paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. Must be able to maneuver around property. Must be able to sit, walk and stand for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment.

Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/ or required articles of clothing will be explained to you as part of the orientation process.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) is subject to overtime in accordance with Federal and State Regulations.

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