Restaurant Reservation Supervisor (Pre Opening) - Waldorf Astoria

Hilton Worldwide, Inc.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global hospitality leader is seeking a Restaurant Reservation Supervisor to oversee the reservation team and ensure personalized guest experiences. This role involves coordinating bookings, maintaining service standards, and enhancing guest satisfaction. Candidates should have a minimum of 3 years' experience in a similar role and strong communication skills. The supervisor will also handle various administrative tasks and ensure the team works effectively during peak periods, all while contributing to a luxurious dining experience.

Qualifications

• Minimum of 3 years in a similar role within a well-established hotel.
• Proficiency in Microsoft Office Suite; familiarity with hotel systems is an advantage.
• Excellent English communication, business correspondence, and interpersonal skills.

Responsibilities

• Oversee and inspire a team of reservation agents.
• Ensure seamless coordination of bookings and personalized guest communication.
• Document and accommodate special requests for personalized service.

Skills

Strong communication skills in English

Attention to detail

Strong multitasking

Excellent interpersonal skills

Education

3 years experience in a similar role

Tools

Microsoft Office Suite

Adobe InDesign

Canva

FCS

POS

Job description

Job Description

Restaurant Reservation Supervisor (Pre Opening) - Waldorf Astoria (HOT0C5G8)

Job Number:

HOT0C5G8

Work Locations

Waldorf Astoria Kuala Lumpur, 73, Jalan Raja Chulan, Bukit Bintang, Kuala Lumpur 50200

Restaurant Reservation Supervisor (Pre-opening)

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.

Are you a hospitality professional with a talent for organization, guest engagement, and team leadership? Join our prestigious 5‑star luxury hotel as Restaurant Reservation Supervisor, where precision and elegance define every interaction. In this role, you will oversee and inspire a team of reservation agents, ensuring seamless coordination of bookings, personalized guest communication, and flawless reservation management. This is an opportunity to lead with excellence, elevate service standards, and contribute to creating memorable dining experiences that reflect the artistry of world‑class hospitality.

What will I be doing?

As the Restaurant Reservations Supervisor, you will be responsible for performing the following tasks to the highest standards:

• Adhere to hotel procedures, policies, and service techniques at all times.
• Provide courteous, professional, and friendly service to guests and colleagues.
• Maintain thorough knowledge of all restaurants to ensure effective salesmanship.
• Recommend menu items and beverages to enhance guest experience and drive revenue.
• Coordinate seamlessly between the kitchen, restaurant, and reservations team.
• Process all reservation requests, changes, and cancellations received via phone, email, or other channels.
• Clearly explain guarantees, special rates, and cancellation policies to guests.
• Document and accommodate special requests, ensuring personalized service.
• Apply sales techniques to maximize revenue opportunities.
• Communicate details of designated VIP reservations to relevant departments.
• Input and access data accurately in the reservation system.
• Resolve challenges in accommodating requests by liaising with appropriate individuals or departments.
• Set up billing accounts in accordance with accounting policies.

Supervisory Duties

• Lead and supervise a team of reservation agents, ensuring accuracy and efficiency in daily tasks.
• Conduct regular briefings to align priorities, share updates, and reinforce service standards.
• Provide coaching, training, and performance feedback to team members.
• Monitor workload distribution and ensure balanced responsibilities.
• Act as the first point of escalation for team concerns, resolving issues promptly.

Other Considerations

• Attend all training courses organized by the hotel.
• Maintain thorough knowledge of service procedures and standards.
• Work efficiently during peak hours while maintaining composure.
• Demonstrate flexibility with shift schedules, weekends, and holidays.
• Promote teamwork and collaboration across the department.

Specifications

• Strong communication skills in English, both written and verbal.
• Professional grooming and presentation in line with luxury hospitality standards.
• Computer literacy is essential, with proficiency in Microsoft Office Suite, Canva, Adobe InDesign, and Adobe Illustrator for reporting, presentations, and collateral.
• Familiarity with hotel systems (e.g., FCS, POS, reservation platforms) is an advantage.

What are we looking for?

A Restaurant Reservation Supervisor 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:

• Minimum of 3 years in a similar role within a well‑established hotel.
• Strong multitasking, record‑keeping, and attention to detail.
• Proficiency in Microsoft Office Suite; familiarity with hotel systems (FCS, POS) is an advantage.
• Excellent English communication, business correspondence, and interpersonal skills.
• Ability to prioritize tasks, meet deadlines, and handle confidential information with discretion.Proactive approach to problem‑solving and process improvement.Competence in Canva, Adobe InDesign, and Adobe Illustrator for menu design, presentations, and creative collateral.Broad experience in food & beverage operations and modern management principles.Knowledge of current and emerging F&B trends in south‑east Asia, with the ability to anticipate future developments.Experience in tracking performance metrics and preparing financial reports.Exposure to team training, onboarding, and luxury service standards (e.g., Forbes).

  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!