The posting
Exceptional Hospitality Starts with You
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! As a Reservations Agent, you'll be the first point of contact for guests seeking accommodation, delivering exceptional service from the very beginning of their journey. You'll accurately process and manage room reservations, respond promptly to enquiries, and provide guests with information about room types, rates, packages, and hotel services. Using proactive selling and upselling techniques, you'll maximise room revenue while ensuring every reservation is handled efficiently and in accordance with Hilton's brand standards. Working closely with Front Office, Sales, and Revenue teams, you'll help optimise room inventory and contribute to a seamless booking experience that reflects Hilton's commitment to outstanding hospitality.
Job Description & Requirements
As the Reservations Agent, you will be responsible for performing the following tasks to the highest standards:
- Complete Hilton University courses and pass the tests.
- Familiar with hotel product knowledge and activities.
- Maximize room sales and revenue for the hotel, prioritizing up-selling.
- Check daily all new reservations, cancel or change reservations, make sure information passed to relative departments are correct.
- Check arrival guests or groups of 3-5 daily, making sure the guest information, requirements and price information is correct.
- Perform duties of secretarial nature including preparing correspondence, maintaining files, sending faxes, email, etc.
- Always maintain a sales attitude, not losing any sales opportunity in the hotel.
- Develop the Reservations and Group & Tour teams to maximize revenue on all enquiries.
- Make sure all commissions are correct and followed-up on promptly.
- Make sure all reject business is filed with the reasons.
- Ensure that all correspondence has been filed accordingly, with correct and updated information.
- Comply to the hotel credit policy and make sure all forecast revenues are met.
- Comply with set rooms 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.
- Keep close attention to team members’ requirements, including attention to every team member’s workload and duties, to fulfil operation needs.
- Maintain clean and tidy work areas at all times.
- Comply with all company policies relating to reservations.
- Comply with all systems and procedures as laid down by the hotel.
- Prioritize the quality of reservations.
- Strictly follow brand standards.
- Ensure that all team members have a complete understanding of 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.
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
In addition, this role requires the following minimum qualifications:
- 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.
- Excellent command of written and spoken in English and Chinese to meet business needs.
- Good interpersonal and communication skills.
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
