Customer Service Jobs – Reservations Supervisor at Hilton Hotels & Resorts

Organisation: Hilton Hotels
& Resorts
Duty Station:  Kampala, Uganda
Job Number: HOT029A0
About Hilton Hotels & Resorts:
Hilton Hotels
& Resorts is an international chain of full service hotels and resorts and
the flagship brand of Hilton Worldwide. The Hilton Hotels brand remains one of
the company’s flagship brands and one of the largest hotel brands in the world.
The company places marketing emphasis on both business travel and leisure
travel with locations in major city centers, near airports, convention centers,
and a number of vacation resorts and leisure-oriented hotels in popular
vacation destinations around the world.
Job Summary:  The Reservations Supervisor will support the Hilton
Hotels and Resorts oversees the Reservations Team and how it performs routine
procedures in order to maximise revenue and Guest satisfaction.
Key Duties and Responsibilities: The Reservations
Supervisor, you oversee the Reservations Team and how they perform routine
procedures in order to maximise revenue and Guest satisfaction. The
Reservations Supervisor will work with the Reservations Team to develop future
and repeat business opportunities. Specifically, you will be responsible for
performing the following tasks to the highest standards:
·        
The job holder will support the day-to-day
operations of the Reservations Department
·        
Manage telephone, fax and email enquiries in a
prompt and professional manner and in accordance with company standards
ensuring accuracy and attention to detail at all times
·        
Understand seasonal and historical trends and work
within them to ensure maximum occupancy and average room rates
·        
Identify new contacts and pass sales leads on to the
relevant sales office
·        
Produce quotations and written confirmation to all
clients
·        
Monitor customer satisfaction regularly and resolve
any outstanding issues to ensure future business
·        
Ensure Team Members are developed effectively,
maintain a thorough understanding of hotel facilities and processes, and
generate a culture of high quality standards for relationship building,
customer service, selling techniques, and billing and processing contracts
·        
Ensure bookings are guaranteed and no show
charges/late cancellation charges are applied where appropriate; and
Reservations policies and procedures are followed to ensure Guest satisfaction
·        
In charge of monitoring the appearance, standards
and performance of the Reservations Team with an emphasis on training and
teamwork
·        
Render support in the recruiting, managing, training
and developing of the Reservation team
·        
Ensure open lines of communication between the
Reservations / Revenue Manager and the team.
·        
Prepare and submit daily and monthly reservation
reports as required
·        
Build and strengthen working relationships with
third party agents and corporate bookers to generate incremental revenue
Qualifications, Skills and Experience:  
·        
The ideal candidate for the Reservations Supervisor vacancy
at the Hilton Worldwide should preferably hold a relevant degree or other
qualification in a business discipline
·        
Working knowledge of the hotel property management
systems is desired
·        
Previous experience in the Reservations/Sales
function within the hotel/leisure sector is desired
·        
Excellent organisational and administration skills
·        
Positive attitude with excellent communication
skills
·        
Show commitment to delivering a high level of customer
service
·        
Confident telephone manner
·        
Computer literacy and IT skills
·        
Excellent grooming standards
Job Benefits: Your benefits
will include a competitive starting salary and holiday entitlement. As an
employee you will become a member of The Hilton Club which provides reduced
hotel room rates in our hotels worldwide, plus discounts on products and
services offered by Hilton Worldwide and its partners. We look forward to
explaining in detail the range of excellent benefits that you would expect from
a global hotel organization like Hilton Worldwide.
How to Apply:
All suitably
qualified and interested candidates who wish to join one of the world’s leading
hotel and resort brands, Hilton Hotels & Resorts, should apply online by
clicking on the web link below.

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