· Contribute in creating a team that provides an exceptional product with exceptional service flexibility and consistency to our customers
· Participate in an environment of learning, enjoyment and involvement feeling free to contribute towards equilibrium and creating “Hilton Moments”
· Positive involvement and interaction with the overall Hilton team both at an individual and team level
· To work with a sales focused attitude and be aware of sales opportunities within the hotel, which will assist, with the maximization of revenue
· To collate reservations from a variety of sources such as faxes, telephone, email and enter them accurately into OnQ PM
· To keep accurate records of all refused business and reasons
· Maintain orderliness of correspondences filing
· Resolve queries from other departments regarding chargeback authorities and paymasters
· Adhere to hotel selling strategy by ensuring the use of PMS Rate Control
· Able to share knowledge of the hotel, its features, benefits and surroundings in order to be able to effectively advise guests on additional products and services
· To deliver consistently high standards of customer service
· Ensure that a consistently high standard of personal presentation is maintained
· To understand our customers and provide them with the product and service they expect
· Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel
· To be aware of room revenue targets and to strive to help the department to achieve them
· Increase revenue at point of sale by using suggestive selling and up selling techniques
· Attend regular communication meetings within all areas of Reservations
· Actively develop skills and performance through coaching and training
· Ensure communication between Reservations and all other areas of the hotel is professional, efficient and thorough
· To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance
· To ensure the team are actively promoting the program to all potential and existing customers
· To deliver loyalty program benefits by being fully aware of the benefits of Honors and able to promote these to the customer to promote its enrolment
· Ensure all Honors members receive the benefits they are entitled to
· To ensure all systems are kept up to date with accurate information and Hilton standards are complied with fully
· Maintain accuracy of guest profiles
· Adhere to company credit policies to ensure all expected revenues are secured
· Review daily reports to ensure system is being maintained as per company policies and procedures
· To ensure all trace reports and daily quality checks are completed
· Be proactive in making strategic recommendations regarding availability
· Maintain good housekeeping, cleanliness and maintenance of the area of responsibility
· Ensure all equipment required in the department is maintained to a high level that allows efficient working procedures
· Attend training programs as required
· Any other duties assigned by the Reservation Supervisor or Commercial Manager
· Assist in hotel operations when required
