Exceptional hospitality starts with you

Here's what you'll do during a typical day:

Essential functions

• Responding to all inquiries in a highly professional and personalized manner.
• Reservations agent should be offering the most suitable room types and curate the experience based on guest preference.
• Answer both internal and external calls as per brand standard and FORBES.
• Should know and be able to describe the booking terms and policies for various packages.
• Ensure that all reservation requests are processed with quality along with all information obtained; this should be updated and shared with relevant departments.
• Handle modification or cancellation inquiries from guests and partners.
• Build and maintain strong relationships with partners, regular bookers, and repeat customers.
• Perform quality checks on arrivals and reservations entered the previous day to ensure that all necessary information including billing, VIP levels, and preferences are updated as per standard.
• Upsell higher room types.
• Review no-shows and late cancellations and act accordingly. Understand the business trends and take calculated risks when required.
• Handle all incoming emails related to reservations promptly as per standard response time.
• Maintain up-to-date knowledge about ongoing promotions and hotel offerings to provide accurate and efficient information to guests.
• Record keeping of all reservation correspondence including complimentary/HU forms, LPOs, voucher stays, etc.
• Follow up on payments for reservations which require prepayments, e.g., advance deposits, travel agent reservations with cash payment basis.
• Resolve guest issues and act as point of contact. In case escalation is needed, it should be done immediately.
• Work closely with the commercial team and participate in business meetings whenever needed.
• Handle group reservations (if applicable) including creation of SRPs, group master, rooming list, and build packages.
• Have a brief understanding and process of package elements and distributions.
• Collaborate with other departments including front office, commercial, and finance.
• Keep open communication with the reservations manager and proactively highlight any operational challenges, guest complaints, initiatives, etc.

Supportive functions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Assist office in any other administrative duties as needed.
• Prepare reports as required.
• Attend training and meetings as required.

What it takes to make the stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

• Ability to read, listen, and communicate effectively in English.
• Ability to assess, read, and accurately input information using a moderately complex computer system.
• Ability to effectively deal with both internal and external customers, some requiring high levels of patience, tact, and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer, and providing positive and proactive solutions.

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.

Curious about life at Hilton? Explore our careers blog to see why we’re more than a great place to stay—we’re a great place to work.