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Company Name : Hilton Waikiki Beach Hotel
Location : Honolulu, HI 96815
Position : Reservation Agent
Job Description : Are you detail-oriented, have excellent computer skills and, love delivering warmth and aloha over the phone? Our ideal candidate will be able to convey sincere care and professionalism while speaking to guests on the phone (and sometimes in person), while maximizing hotel revenue and occupancy by selling available rooms and rates by booking reservations. Must be have flexible scheduling availability.
Language Skills:Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
Essential Skills:Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
Essential Duties and Responsibilities:
Creates 100% guest satisfaction by providing “Make It Right” Attitude and genuine hospitality and by exceeding guest expectationsGives personal attention, takes personal responsibility and uses teamwork when providing guest serviceListens, apologizes with empathy, finds a solution and follows through when resolving guest problemsAssumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction GuaranteePerforms other duties as required to provide “Make It Right” Attitude and genuine hospitality
Receives and processes incoming customer reservationsGreets customer and finds out what they want (dates, times, type of rooms, etc.)Offers alternative room types, rates and packages to the customerRecords reservation information accurately; identifies and records group and transient book codes and special requestsNotifies other departments of VIP arrivalsIdentifies commissionable reservations and secures required informationRecords and processes deposit and billing informationFiles all reservations to facilitate easy referral
Maximizes occupancy and average rate by offering a variety of rates and promotional packages and by helping to maintain accurate occupancy forecastsUtilizes suggestive selling techniques as appropriateAdheres to rate control procedures based on availability and forecasted occupancyInforms supervisor of potential sell out dates so rate restrictions can be adhered toRecords requests for special accommodations and suitesAdvises WRS of rate and availability statusAssists in the preparation of the 4 day forecast and VIP listPerform related duties as assigned by Manager.Maintain compliance with all company and brand policies and procedures.
Hilton Waikiki Beach is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please call 808-921-5504 or email Cindy Fujioka at cindy.fujioka@hiltonwaikikihotel.com to let us know the nature of your request.
Experience
Preferred
1 year(s): Hotel Guest Service Agent Experience
Education
Required
High School or better
Preferred
Associates or better
Skills
Required
Detail Oriented
Microsoft Office
Preferred
ONQ
Critical Thinking
Time-Management
Behaviors
Preferred
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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