Assistant Reservation Manager

Hilton; Perak; On-site; MYR 60,000 - 90,000; Full time

Job summary

Hilton Malaysia is seeking an Assistant Reservations Manager to lead training, drive revenue and manage reservations with a focus on up-selling and guest service. You will coordinate with the Commercial Director and Revenue Manager to align budgets and forecasts, while ensuring accuracy in guest data and communications.

The ideal candidate has at least four years in a similar role within international hotel brands, strong English and Chinese skills, and the ability to manage busy periods with

Qualifications

• University graduate preferred; minimum 4 years in a similar capacity with international chain hotels.
• Excellent command of written and spoken English and Chinese; strong communication skills.
• Ability to work under pressure, with good organizational and interpersonal abilities.
• Knowledgeable in crisis management and service standards.

Responsibilities

• Make sure all team members finish Hilton University courses and pass the test.
• Organize regular trainings on product knowledge, activities, service standards and requirements.
• Assist budget and forecast with the Commercial Director / Revenue Manager.
• Maximize room sales and revenue; up-selling as a top priority.
• Review daily reservations, handle changes, and relay info to departments.
• Prepare correspondence and maintain files; handle emails and communications.
• Maintain a sales attitude and pursue every sales opportunity.
• Develop Reservations and Group & Tour teams to maximize revenue.
• Report trend changes to Revenue Manager and Commercial Director.
• Ensure commissions are correct and filed with reasons for rejected business.
• Maintain accurate guest information and price data; follow reservations procedures.
• Comply with credit policies and forecast revenue; set room supply and price controls.
• Sustain high levels of guest service; monitor workloads and duties.
• Keep work areas clean and comply with reservation policies and systems.

Skills

Hospitality

Integrity

Leadership

Teamwork

Ownership

Urgency

English-Chinese

Communication

Crisis management

Education

University degree

Job description

Job Description

As the Assistant Reservations Manager, you will be responsible for performing the following tasks to the highest standards

Responsibilities

• Make sure all team members finish the Hilton University courses and pass the test.
• Organize regular trainings to make sure team members are familiar with hotel product knowledge and activities, as well as the service standards and requirements.
• Assist the Commercial Director / Revenue Manager to finish the hotel budget and forecast.
• Maximize room sales and revenue for the hotel, up-selling as the highest priorities.
• Check daily all new reservations, cancel or change reservations, making sure information is passed to the respective departments correctly.
• Check daily 3-5 arrival guests or groups, making sure that the guest information, requirements and price information is correct.Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, emails, etc.
• Always maintain a sales attitude, not losing any sales opportunity in the hotel.
• Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.
• Focus on any change from main guest sources and market, reporting trend changes to the Revenue Manager and Commercial Director.
• Make sure that all commissions are correct and follow up promptly.
• Make sure that all rejected business is filed by reason.
• Ensure that all correspondence has been filed accordingly, with correct and updated information.
• Comply with hotel credit policies and make sure to forecast revenue.
• Comply to setting rooms supply and price control.
• Maintain and update guest information and sales data by the Reservations procedure.
• Sustain high level guest service standards.
• Ensure that all input information is correct.
• Keep close attention to team members’ requirements, including attention to every team member’s workload and duties to fulfil operation needs.
• Maintain clean and tidy work areas at all times.
• Comply with all company policies related to reservations.
• Comply with all systems and procedures laid down by the hotel.
• Prioritize quality of reservations.
• Strictly follow brans standards.
• Ensure that all team members have a complete understanding of and adhere to the hotel’s team member rules and regulations.
• Carry out any other reasonable duties and responsibilities as assigned.

The Management reserves the right to make changes to this job description at its sole discretion and without

Qualifications

An Assistant Reservations Manager 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:

• Hospitality: We are passionate about delivering exceptional guest experience.
• Integrity: We do the right thing all the time
• Leadership: We are leaders in industry and our communities
• Teamwork: We are team players in everything we do
• Ownership: We are owners of our actions and decisions.
• Now: We operate with a sense of urgency and discipline
• University graduate.
• Minimum 4 years of experience in a similar capacity with international chain hotels.
• Excellent command of written and spoken English and Chinese language to meet business needs.
• Good communication, organizational and interpersonal skills.
• Able to work under pressure and deal with stressful situations during busy periods.
• Knowledgeable and skilled in crisis management.