Reservations Supervisor

Full-Time

Does finding ways to maximize hotel revenue and occupancy by selling rooms availability and rates to incoming callers and booking reservations excite you? Do you have experience in managing a high level of guest experience through hotel reservations? Then you may be a great fit for this position.

Our Reservations Supervisor maximizes hotel revenue and occupancy by selling rooms availability and rates to incoming callers and booking reservations. Ensures all booking and administrative tasks are handled efficiently and effectively. Manages the team, contributes to developing standard operating procedures, and creating a seamless reservation experience for guests while upholding a high level of customer service.

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.
• Demonstrated ability to interact with effectively and service individuals of diverse cultural, disability, and ethnic backgrounds
• Must possess the following strengths: high energy, sense of ownership, effective communication and team leadership, providing solutions to creatively address guest concerns, delivery of exceptional level of customer service, and ability to contribute to increasing the bottom line.

• Detail-oriented with strong organizational skills.
• Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation
• Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others
• Ability to manage time, be well organized, maintain concentration and think clearly
• Ability to focus and maintain attention to multiple tasks in a short time period, and complete work assignments within deadline demands, despite frequent interruptions

Computer Skills/Experience:

• Excellent computer proficiency (MS Office – Word, Excel, PowerPoint and Outlook).
• OnQ HOTSOS, Saflok, KIPSU, Key Tracer and other Hilton system experience, preferred.

Essential Duties and Responsibilities:

Participates in the development of business strategies for Reservations which are aligned with the overall objectives of the hotel

Maximizes room revenue by utilizing yield management techniques and assists in managing the operation of the Reservations Department

• Responsible to maximize direct revenue through voice and email channels.
• Insures that all VIP requests are handled appropriately
• Controls rate availability by blocking groups and using forecasts to change rates and blocked status
• Communicates rate availability to reservation agents and Worldwide Reservation Services
• Increases average rate by training staff in appropriate sales techniques on a regular basis
• Schedules team members in accordance with forecasted business
• Provides reports analyzing rates, occupancy, etc. to management team
• Monitors the revenue yield management process
• Recommends rates by analyzing the competition

• Responsibilities include tour operator/wholesale contracting including but not limited to:
  • Working closely with the Sales Department as well as Revenue Management
  • Annual Contracting of Accommodation Agreements (deploy, monitor, track)
  • Understanding basic Revenue Management to make recommendation on Rates, Promotions
  • Manage and deploy Stop Sell calendars at the direction of Revenue Management
  • Manage communication, contact information in concert with the Sales team
  • Deploy email communication at the direction of the Sales team.
  • Occasional participating in Wholesale conference calls as requested.
  • Understand basic concepts of Static vs Dynamic pricing

• Develops and implements strategies and practices which support team members engagement

  • Recruits and selects qualified candidates
  • Provides team members with the orientation and training needed to understand expectations and perform job responsibilities
  • Communicates performance expectations and provides team members with on-going feedback
  • Provides team members with coaching and counseling as needed to achieve performance objectives and reach their fullest potential

• Creates 100% guest satisfaction by providing team members with the training and resources they need to maximize employee engagement and deliver “Make It Right” Attitude, service and teamwork

  • Communicates and reinforces the vision for “Make It Right” Attitude and service to team members
  • Ensures that employees provide Yes I Can! genuine hospitality and teamwork on an ongoing basis
  • Uses teamwork to support guests and team members
  • Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services
  • Provides employees with the tools, training and environment they need to deliver “Can Do” Attitude, service and teamwork
  • Perform related duties as assigned by Manager.
  • Maintain compliance with all company and brand policies and procedures.

Education and/or Work Experience Requirements:

• High School Diploma or equivalent
• Minimum 1 - 3 years of hotel reservations experience
• Associate Degree or higher preferred in Hospitality Management
• Minimum 2 years Customer Service in a hotel front desk environment
• Minimum of 1 year supervisory or 1 year management experience at a hotel front desk is strongly desired.
• Previous experience in hotel management or an equivalent combination of education and experience from which comparable job knowledge and skills can be acquired.
• Relevant military experience in a comparable capacity

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.

Qualifications

Relevant military experience in a comparable capacity

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)