Job Description

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

ESSENTIAL FUNCTIONS

• Supervise the day-to-day operations of the reservations team to ensure efficient handling of bookings.
• Maintain accuracy of all reservations records and ensure proper documentation of guest profiles and special requests.
• Monitor daily arrivals, departures, and room availability to avoid overbooking and ensure smooth operations.
• Manage and resolve guest concerns or escalated booking issues in a timely and professional manner.
• Collaborate with the Revenue and Sales teams to align reservation strategies with business needs.
• Update and manage room inventory and restrictions in the property management system (PMS) and channel managers.
• Train, mentor, and evaluate reservation agents to maintain service excellence and team productivity.
• Generate and review daily, weekly, and monthly reports on reservations, occupancy, and trends.
• Ensure compliance with company policies, procedures, and standards for reservation handling and guest data privacy.
• Support front office operations during peak times or special events when needed.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Assist in implementing promotional packages and rate strategies in coordination with Sales and Revenue teams.
• Liaise with Front Office and Housekeeping to ensure accurate room assignment and special requests are fulfilled.
• Support group reservation management, including rooming lists, billing instructions, and arrival coordination.
• Participate in departmental meetings and contribute to service improvement initiatives.

What It Takes to Make the Stay

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Proficient in hotel reservation systems.
• Strong understanding of room inventory and rate management.
• Excellent communication and coordination skills.
• Customer-focused mind-set with a proactive and solution-oriented approach.
• Strong attention to detail, organizational skills, and ability to prioritize tasks effectively.
• Ability to remain calm and make sound decisions under pressure or during high-demand periods

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.