Reservations Agent - Hotel del Coronado, A Curio Collection by Hilton

Want to learn more? Hotel Website, Facebook, Instagram, Pinterest  

What will I be doing?

This role will be primarily responsible for Reservation’s duties of all types. This position is sales and revenue focused, involving booking all on property reservations, to include; Rooms, restaurants, pool, beach, kids club, spa, fitness and any and all other reservations involving on-property resort activities and events and those booked through Del owned and operated booking platforms). Pro-actively solicit and process reservations in a timely manner following Hilton/Hotel/Department guidelines and standards. Professional, courteous and friendly tone of voice and proper phone etiquette is expected at all times. In-depth knowledge of Hotel room types and all on-property resort amenities and activities offered.

• Confirming Reservations: Process all types of pre-arrival on-property reservations efficiently including billing and routing with an accuracy score of at least 90% based on a sample of 10 randomly pulled reservations to be monitored and scored at least once a month.
• Itinerary Planning: Answer all calls utilizing standardized greeting, sales techniques and philosophy (Aspire) to discover guest’s needs and wants and develop an itinerary proposal to encompass all, but not limited to room accommodations, dining options, pool and beach activities, spa and fitness and any other on-property resort activities that will enhance the guest experience.

• Create on-property Dining and Special Events Reservations: (Including, but not limited to: Holiday events such as Easter, Mother’s Day, Thanksgiving, Christmas Brunches): Utilizing approved restaurant booking platform to create and confirm dining reservations. Must be proficient within 90 days of hire and expert level within 180 days. 

• Create and confirm Resort Activities: Utilizing approved activity booking platform create and confirm all resort activities such as, but not limited to, pool cabanas, del beach rentals, kids club, fitness classes etc. Must be proficient within 90 days of hire and an expert level within 180 days. 

• Create Spa reservations: Utilizing spa booking platform to create, confirm and modify spa reservations. Must be proficient within 90 days of hire and an expert level within 180 days.
• Perform qualified out-bound calls to facilitate guest experience planning throughout the resort. Outbound call leads may be in-house guests, guests with future reservations, (all booking types), or non-hotel guests. 
• Perform any task related to on-property reservation inquiries or communicating with guests as determined and assigned by any member of the department leadership team.
• Assist with inquiries from Travel Agents, Hilton Reservation and Customer Care Team and all internal departments such as, but not limited to, leisure sales, sales and catering, front office etc… 
• Complete shared email inboxes with a same day turnaround goal.
• On a regular basis, check for duplicate reservations, perform future reservations accuracy audits, and follow up on any deposit requirements.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

The Benefits – Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

Access to pay when you need it through DailyPay
Medical Insurance Coverage – for you and your family
Mental health resources including Employee Assistance Program
Best-in-Class Paid Time Off (PTO)
Go Hilton travel program: 100 nights of discounted travel
Parental leave to support new parents
Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications*
401K plan and company match to help save for your retirement
Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
Career growth and development
Team Member Resource Groups
Recognition and rewards programs
 

* Available benefits may vary depending upon property-specific terms and conditions of employment and the terms of the collective bargaining agreement if applicable. 

#LI-Cs2