Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Director of Reservations, you’re not just driving guest loyalty through personalized service – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

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

• Deliver a warm welcome: Greet guests upon arrival, serve as a central point of contact throughout their stay, and ensure an exceptional, personalized experience from arrival to departure
• Support VIP and long-stay guests: Anticipate and coordinate special preferences and requests to deliver tailored experiences for high-profile and extended-stay guests
• Resolve guest concerns: Address and follow up on guest feedback, complaints, and service recovery opportunities with professionalism and urgency
• Drive guest loyalty: Track guest preferences and past stays to recognize and reward loyalty while enhancing the sense of welcome and familiarity for returning guests
• Cultivate a high-performing team: Drive engagement and retention through performance management, professional development, and recognition programs

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:

A passion for spreading the light and warmth of Hospitality Acting with Integrity and always doing the right thing. Inspiring others through Leadership A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.