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• Provide friendly and professional service to clients.
• Understand client needs and preferences.
• Handle complaints or booking issues calmly and effectively.
• Demonstrate understanding and patience with clients.

Communication Skills

• Clearly convey reservation details, policies, and information.
• Compose professional emails, confirmation messages, or chat responses.
• Speaking additional languages can be an advantage in serving diverse clients.

Organizational and Administrative Skills

• Ensure accuracy in booking details, special requests, and billing.
• Prioritize tasks and handle multiple reservations simultaneously.
• Keep up-to-date records of bookings and client preferences.

Technical Skills

• Proficiency in platforms like Opera, Amadeus, Sabre, or similar.
• Troubleshoot minor technical issues and work with CRM systems.
• Process credit card transactions and manage secure payment systems.

Sales and Upselling Skills

• Recommend additional services, upgrades, or packages.
• Identify opportunities to enhance client experiences with premium options.
• Thorough understanding of services, promotions, and policies.

Problem-Solving Skills

• Address overbookings, cancellations, or last-minute changes efficiently.
• Manage unexpected situations without compromising customer satisfaction.
• Provide alternative solutions when faced with unavailable options.

Teamwork and Collaboration

• Work with sales, operations, and front desk teams to ensure smooth service.
• Help resolve disputes involving scheduling or availability with other staff.

Cultural Sensitivity

• Understand and respect diverse cultural expectations and preferences.
• Adapt communication and offerings based on client background.

Personal Attributes

• Handle high-pressure periods with professionalism and efficiency.
• Willingness to work weekends, holidays, and varying shifts.

Desired Candidate Profile

As a Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel. A Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards:

• Convert inquiries into contracted business quickly.
• Respond to all customers in a highly professional manner, ensuring all reservations are completed accurately and to the guest's expectation.
• Provide prompt and efficient service while maintaining the hotel's brand standards.

What Are We Looking For?

A Reservations Agent serving Hilton brands is always working on behalf of our guests and collaborating with other team members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• A passion for delivering great customer service.
• A highly professional telephone manner and excellent communication skills.
• Outstanding administration and organizational skills.

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

• Previous experience in a reservations environment.
• Tertiary qualifications or other collegiate-level degree.

Key Skills:

Reservation Management, Reservation Skills, Reservation System

Employment Type: Full-time

Department / Functional Area: Administration