FAQs
What are the primary responsibilities of a Reservations Agent?
The primary responsibilities of a Reservations Agent include converting inquiries into contracted business, responding positively to sales inquiries, identifying sales leads, ensuring accurate completion of reservations, and providing prompt and efficient service that meets the hotel's brand standards.
Is experience in a reservations environment required for this position?
While previous experience in a reservations environment is advantageous, it is not explicitly required. A passion for delivering great customer service and strong communication skills are essential.
What qualities are essential for a successful Reservations Agent at Hilton?
Essential qualities include a passion for delivering great customer service, a highly professional telephone manner, excellent communication skills, outstanding administration and organizational skills, and intermediate computer proficiency.
What educational qualifications are preferred for the Reservations Agent role?
Tertiary qualifications or a collegiate-level degree are considered advantageous for this position.
Will I receive training for this role?
Yes, new hires typically receive training to ensure they understand the hotel's systems, standards, and customer service expectations.
What is the expected work environment for a Reservations Agent?
The work environment is typically office-based within the hotel, requiring interaction with both guests and team members to manage reservations efficiently.
Are there opportunities for career advancement within the Reservations department?
Yes, there are opportunities for career advancement within the Reservations department and other areas of the hotel, as Hilton values professional development for its team members.
What is the significance of the Hilton HHonors program in this role?
The Hilton HHonors program is a world-class guest rewards program that Reservations Agents should be familiar with, as it is integral to enhancing guest experiences and managing reservations effectively.
How does Hilton define its company culture for team members?
Hilton defines its company culture around the vision "to fill the earth with the light and warmth of hospitality," emphasizing teamwork, amazing customer experiences, and creating a positive work environment for all team members.