Reservations Specialist: Guest Experience & Group Bookings

Hilton; Singapore; Hybrid; SGD 29,000 - 42,000; Full time

Job summary

Hilton is looking for a Reservations Executive to join our team. You will manage reservations, keep guest preferences and billing details accurate, and conduct quality checks daily to ensure service excellence.

You will handle group bookings, deposits, and no-show charges while maintaining brand standards across all processes. You will collaborate with front office and sales teams to optimize guest experiences, upsell opportunities, and ensure timely reporting.

Qualifications

• Minimum 2 years’ experience in a similar capacity with international hotel chain.
• Relevant diploma or degree in a business discipline.
• Passionate about delivering exceptional guest experience.
• Accountable and positive in exploring alternatives for better performance.
• Team player who works well with different stakeholders.

Responsibilities

• Ensure reservations are processed and updated in a timely and accurate manner.
• Update traces, guests’ requests and billing instructions in OnQ.
• Capture reservation details, preferences and specifics accurately.
• Perform reservations quality control checks daily.
• Follow up no-shows and late cancellations; activate charges accordingly.
• Review Hilton Honors redemptions and take appropriate actions.
• Ensure virtual card charges succeed and highlight unresolved charges.
• Conduct pre-arrival checks for arrivals within three days.
• Process all deposit payments.
• Respond to emails and phone inquiries promptly.
• Be knowledgeable on hotel products and services.
• Create SRP codes, support groups, group masters and packages.
• Process group rooming lists and manage group attrition and blocks per contracts.
• Obtain approvals for waivers on no-show or late cancellation charges.
• File correspondence and records properly.
• Manage Direct Bill documentation with Front Office.
• Support exceptional guest service delivery with all stakeholders.
• Support upselling opportunities and identify new accounts for sales follow-up.
• Protect rate integrity for contracted accounts and coordinate rate info requests.
• Ensure timely submission of reports and upkeep of documents.
• Comply with policies and brand standards for reservations processes and systems.

Job description

Hilton is looking for a Reservations Executive to join our team. You will manage reservations, keep guest preferences and billing details accurate, and conduct quality checks daily to ensure service excellence.

You will handle group bookings, deposits, and no-show charges while maintaining brand standards across all processes. You will collaborate with front office and sales teams to optimize guest experiences, upsell opportunities, and ensure timely reporting.