Senior Reservations Specialist - Guest Experience & Groups

Hilton; Singapore; On-site; SGD 33,000 - 50,000; Full time

Job summary

Hilton Singapore is hiring a Reservations Executive responsible for processing and updating reservations in a timely and accurate manner, handling guest requests, and ensuring billing details are captured correctly in OnQ.

You will perform quality checks, manage group bookings, assist with deposits, upsell opportunities, and liaise with sales and front office to protect rate integrity while delivering exceptional guest service.

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.

Responsibilities

• Ensure reservations are processed and updated in a timely and accurate manner.
• Ensure all traces, guests’ requests and billing instructions are updated in OnQ.
• Ensure quality and accurate capture of guest reservations details, preference and details.
• Perform reservations quality control check on reservations made daily.
• Follow up from previous day’s no show and late cancellation and activate charges accordingly.
• Review and monitor Hilton Honors redemptions and follow up with appropriate actions.
• Ensure virtual credit card charges are charged successfully and to highlight any unresolved charges.
• Perform pre arrival checks of reservations for arrivals within the next three days.
• Process all deposit payments.
• Respond to all emails and phone enquiries in a timely and prompt manner.
• Be knowledgeable on hotel product and services.
• Create SRP codes and support groups creations, group masters and packages.
• Process group rooming list.
• Ensure groups attrition and group blocks cut off in a timely manner in accordance to signed contracts.
• Get approval and process documentation for waivers for no show charges or late cancellation charges.
• Ensure proper and accurate filing of correspondence and records.
• Manage Direct Bill documentation with Front Office.
• Support delivery of exceptional guest service delivery through working with all stakeholders.
• Support upselling opportunities.
• Identify new account and group business and liaise for sales team to follow up.
• Protect rate integrity for contracted accounts and liaise with sales team to follow up for requests on rate information.
• Ensure accurate and timely submission of reports and proper upkeep of documents.
• Comply with all company policies and brand standards relating to reservations process and systems operational procedures.

Job description

Hilton Singapore is hiring a Reservations Executive responsible for processing and updating reservations in a timely and accurate manner, handling guest requests, and ensuring billing details are captured correctly in OnQ.

You will perform quality checks, manage group bookings, assist with deposits, upsell opportunities, and liaise with sales and front office to protect rate integrity while delivering exceptional guest service.