Reservations Coordinator

6 months ago

Sydney, Australia Hilton Full time

The Reservations Coordinator is responsible for maximising revenue by actively converting enquiries into confirmed business, ensuring maximum revenue opportunities and profitability for the Hotel. The Reservations Coordinator will develop and maintain key relationships with new and repeat business to meet and exceed revenue expectations and strong internal relationships with Front Office to strategise and maximise opportunities.

**What will I be doing?**

As the Reservations Agent, you will be responsible for performing the following tasks to the highest standards:

- Proactively develop and maintain effective relationships with VIP, loyalty guests, leisure and corporate guests, clients and other departments that reflect our Company values.
- Maximise room sales and revenue for the hotel, prioritising up-selling.
- Develop a thorough understanding of our property, rooms, services, outlets and local area to deliver exceptional service to new and prospective clients and convert business.
- Work with the team to drive financial and guest results and lead by example, demonstrating co-operation, and technical proficiency, sharing of knowledge and providing support to colleagues in the pursuit of Departmental and Hotel goals.
- To meet and greet potential and on the books business contacts and conduct tours of inspection as required, including post stay enquiries and follow-ups.
- Check daily all new reservations, cancel or change reservations, make sure information passed to relative departments are correct.
- Assist guests in any way possible in order to deliver a positive pre-arrival and arrival experience that reflects our customer promise.
- Always maintain a sales attitude, not losing any sales opportunity in the hotel.
- Make sure all commissions are correct and followed-up on promptly.
- Comply to the hotel credit policy and make sure all forecast revenues are met.
- Maintain and update guests' information and sales data by reservation procedures.
- Maintain high level guest service standards.
- Participate in weekly sales meetings, revenue room meetings and any others as instructed by the Reservations Manager/Commercial Director and when required.
- Actively solicit customer feedback and recommend changes to improve on results.
- Respond proactively to resolve guests' priorities and complaints in a timely manner for the benefit of the Hotel and the guest and escalate any concerns to the Reservations Manager for resolution.
- At times you may be required to work in the Front Office Department as a Receptionist or Operator, providing cross exposure to various Hotel departments.

**What are we looking for?**

A Reservations Coordinator 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:

- Good organisational and administration skills
- Positive attitude and good communication skills
- Commitment to delivering a high level of customer service
- A highly professional telephone manner and excellent communication skills
- High level of IT skills
- Excellent grooming standards

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

- Knowledge of the hotel property management systems
- Previous experience in the Reservations/Sales function within the hotel/leisure sector
- Relevant degree or other qualification

**WHAT WILL IT BE LIKE TO JOIN THE HILTON SYDNEY TEAM?**

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. Joining this award winning Great Place to Work culture means:

- A competitive compensation package + superannuation
- A monthly dry cleaning allowance for your business wardrobe
- Free team member meals served fresh daily
- 100 discounted travel nights per year for you, your friends or family to enjoy at any of our 7000+ hotels located in 122 countries and territories around the world
- Food & Beverage discounts so you don't just stay when you travel but also enjoy dining experiences
- Flexibility so you can Thrive and make space for what matters most
- Working alongside an experienced and dynamic leadership team in our hallmark property, this role provides an exceptional opportunity for growth and Hilton career progression

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