Reservation Agent
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Key skills for this role
About the Role
Hilton seeks a Reservations Agent to convert enquiries into bookings and deliver exceptional guest service. The role requires strong communication, organizational skills, and proficiency in hotel systems like OnQ and Delphi.
Key Skills for This Role
Responsibilities
- Maximise revenue by actively converting enquiries into confirmed bookings, ensuring profitability for the Hotel
- Develop and maintain key relationships with new and repeat guests, as well as the key internal stakeholder team
- Deliver genuine, welcoming service that reflects commitment to hospitality
- Foster strong communication and teamwork across Reservations, Groups, and all departments
- Build and maintain effective relationships with VIPs, loyalty members, corporate clients, and internal teams
- Be proficient in systems like OnQ PM, Delphi FDC, and The Lobby, while maintaining strong knowledge of hotel offerings and the local area
- Accurately process reservations, maintain data integrity, and support occasional front office duties as needed
- Maximize room revenue through proactive selling, respond to guest feedback, and contribute to continuous service improvement
Requirements
- Strong interpersonal, verbal, and written communication skills with a warm, professional demeanor
- Proven organizational and administrative abilities, with excellent time management
- Ability to multitask, stay detail oriented, and deliver high quality work under pressure
- Self motivated and adaptable, able to work independently and as part of a team
- Proficiency in hotel systems (e.g., OnQ, Delphi) and Microsoft Office applications
- Prior hospitality experience and fluency in English are advantageous
Full Job Posting
Job Description
- Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work!
- You will maximise revenue by actively converting enquiries into confirmed bookings, ensuring profitability for the Hotel.
- You will develop and maintain key relationships with new and repeat guests, as well as the key internal stakeholder team, specifically the entire Commercial and Front Office teams.
Responsibilities
- Warmth & Hospitality: Deliver genuine, welcoming service that reflects our commitment to being the most hospitable company in the world.
- Team & Stakeholder Collaboration: Foster strong communication and teamwork across Reservations, Groups, and all departments to ensure smooth operations.
- Client & Guest Relations: Build and maintain effective relationships with VIPs, loyalty members, corporate clients, and internal teams, ensuring exceptional service.
- System & Product Knowledge: Be proficient in systems like OnQ PM, Delphi FDC, and The Lobby, while maintaining strong knowledge of hotel offerings and the local area.
- Operational Accuracy: Accurately process reservations, maintain data integrity, and support occasional front office duties as needed.
- Service & Commercial Focus: Maximize room revenue through proactive selling, respond to guest feedback, and contribute to continuous service improvement.
Qualifications
- Strong interpersonal, verbal, and written communication skills with a warm, professional demeanor.
- Proven organizational and administrative abilities, with excellent time management.
- Ability to multitask, stay detail oriented, and deliver high quality work under pressure.
- Self motivated and adaptable, able to work independently and as part of a team.
- Proficiency in hotel systems (e.g., OnQ, Delphi) and Microsoft Office applications.
- Prior hospitality experience and fluency in English (for translation tasks) are advantageous.
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