Restaurant Reservation Executive
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 Reservations Team Leader is responsible for the accurate recording and processing of reservations as well as the maximization of room sales through pro-active selling and up-selling techniques.
What will I be doing?
As the Restaurant Reservation Executive, you will be responsible for performing the following tasks to the highest standards:
A. Key Responsibilities:
• Managing Reservations: Handling reservation requests via phone, email, or online platforms.
• Customer Service: Providing excellent service by answering questions, offering information about the restaurant's offerings, and addressing guest needs.
• Data Management: Maintaining accurate and up-to-date reservation records in the system.
• Optimizing Table Availability: Strategically allocating tables to maximize seating capacity and ensure efficient service.
• Communication: Interacting with guests, restaurant staff, and other departments to coordinate reservations and address any issues.
• Problem Solving: Addressing any issues related to reservations, such as cancellations, modifications, or special requests.
B. Duties And Responsibilities
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Access all functions of the computer system.
• Maintain complete knowledge of:
• Seat numbers, venue room capacity, hours of operation and availability.
• Any special events, or promotions happening in the different venues/restaurants.
• Set up work station with necessary supplies and resource materials.
• Process all food and beverage reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
• Ascertain callers' needs through open-ended questions.
• Document in reservations any special information or occasion such as birthdays, anniversaries, etc.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Verify availability. Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Verify all reservation information with caller to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
• Document all information for manual reservations on designated form.
• Input all manual reservations into the system.
• Create individual files and group masters with designated information for each reservation or group dinning reservations.
• Input group lists.
• Review group resumes and convey all pertinent information in the system to appropriate personnel.
• Monitor and maintain wait lists daily.
• Process requests for mailing brochures, correspondence and package information.
• Compile and maintain information for daily/weekly/monthly reports.
• Review status of assignments and any follow-up action with on-coming team member.
• Ad hoc tasks assigned by the management not limited to the above
What are we looking for?
A Restaurant Reservation Executive 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:
• Communication: Excellent verbal and written communication skills to interact with guests and colleagues.
• Customer Service: Strong customer service skills with a focus on guest satisfaction.
• Organization: Ability to manage multiple tasks, prioritize, and maintain accurate records.
• Problem-solving: Ability to identify and resolve issues related to reservations.
• Attention to Detail: Ensuring accuracy in data entry and reservation management.
• Computer Proficiency: Experience with reservation systems and other relevant software.
• Knowledge of Restaurant Operations: Understanding of restaurant procedures and operations.
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!