Reservation Manager

Hilton Worldwide, Inc.; Kedah; On-site; MYR 36,000 - 48,000; Full time

Job summary

A leading global hospitality company is seeking a Reservations Manager in Kedah, Malaysia. Responsible for processing reservations and maximizing sales through effective leadership and training. The ideal candidate will have over 5 years of experience in similar roles, a university degree, and be fluent in English and Bahasa. This position offers an opportunity to contribute to exceptional guest experiences in a nationally recognized hotel.

Qualifications

• Minimum 5 years of experience in a similar capacity with international chain hotels.
• Excellent command of written and spoken English and Bahasa.
• Good organizational and communication skills.

Responsibilities

• Maximize room sales and revenue for the hotel through up-selling.
• Organize regular training for team members.
• Maintain high level guest service standards.

Skills

Hospitality

Leadership

Interpersonal skills

Teamwork

Crisis management

Education

University graduate

Job description

Overview

Reservation Manager (HOT0C0DQ) – Hilton Hotels

The Reservations Manager 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.

Responsibilities

• Make sure all team members complete the Hilton University courses and pass the tests.
• Organize regular trainings to ensure team members are familiar with hotel product knowledge, service standards and requirements.
• Assist the Commercial Director to complete the hotel budget and forecast.
• Maximize room sales and revenue for the hotel, prioritizing up-selling.
• Check daily all new reservations, cancel or change reservations, and ensure information passed to the relevant departments is correct.
• Check arrival guests or groups of 3–5 daily, ensuring guest information, requirements and price information are correct.
• Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, email, etc.
• Always maintain a sales attitude and not miss any sales opportunities in the hotel.
• Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.
• Note changes in main guest sources and market trends and report them to the Revenue Manager and Commercial Director.
• Ensure all commissions are correct and followed up promptly.
• Ensure all reject business is filed with reasons.
• Ensure all correspondence is filed with correct and updated information.
• Comply with the hotel credit policy and ensure forecast revenues are met.
• Comply with set room supply and price control.
• Maintain and update guests’ information and sales data by reservation procedures.
• Maintain high level guest service standards.
• Ensure all information input is correct.
• Monitor team members’ requirements, workload and duties to fulfill operation needs.
• Maintain clean and tidy work areas at all times.
• Comply with all company policies relating to reservations and with all systems and procedures as laid down by the hotel.
• Prioritize the quality of reservations and strictly follow brand standards.
• Ensure that all team members understand 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 advance notice.

What are we looking for?

A 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:

• Local Malaysian citizen
• 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 5 years of experience in a similar capacity with international chain hotels
• Excellent command of written and spoken English and Bahasa to meet business needs. Other languages are an added advantage
• Good interpersonal, organizational and communication skills
• Good team player
• Able to work under pressure and deal with stressful situations during busy periods
• Able to lead, provide guidance and develop team members
• Knowledgeable and skilled in crisis management
• Innovative self-starter with high motivation

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 is to fill the earth with the light and warmth of hospitality, uniting us as a team to create remarkable hospitality experiences around the world every day. Our amazing Team Members are at the heart of it all!