Senior Reservationist

Overview

Senior Reservationist at Chateau on the Park Christchurch, a DoubleTree by Hilton. Location: 189 Deans Avenue, Riccarton Christchurch 8011. The role is the first line of inquiry for room reservations, delivering excellent customer service and solutions to meet Guest and Customer needs. You will work with the Commercial Team to maximise room revenue, grow market share, maintain inventory controls, and oversee the reservation team, with KPIs aligned to occupancy targets in the annual budget and marketing plan. You will also support the Sales Team for future and repeat business opportunities.

What is expected of me?

• Passionate, innovative, and detail-oriented with consistent delivery of initiatives.
• Create an environment of learning, involvement and Equilibrium and CARE Culture.
• Outstanding coach, mentor and leader with commitment to personal development for team and self.
• Share responsibility for making Chateau on the Park the market leader as a DoubleTree by Hilton.
• Pro-active approach to health and safety for internal customers.
• Positive involvement with the overall Hilton team at individual and team levels.

Specific Duties

• Manage telephone and email enquiries via all channels promptly and professionally, ensuring accuracy and attention to detail.
• Assist in identifying new contacts and sales leads; recognise repeat client bookings lacking corporate contracts and pass opportunities to Sales Manager.
• Produce quotations and written confirmations to clients in a timely manner.
• Complete pre-set task lists and any additional tasks as directed by the GM&E Manager.
• Ensure activities and traces are actioned timely and results recorded.
• Monitor customer satisfaction regularly and resolve outstanding issues to secure future business.
• Maintain thorough understanding of hotel facilities and processes; contribute to high-quality standards for relationship building, customer service, selling techniques, and billing/contract processing.
• Ensure bookings are guaranteed and apply no-show/late cancellation charges where appropriate.
• Analyze RMY & DD reports daily; communicate material changes to GM&E Manager/Commercial Manager.
• Manage room allocations and assist Commercial team with revenue strategies, ensuring rate parity across channels.
• Comply with systems and procedures laid down by the Commercial Manager/Hotel Manager/GM&E Manager.
• Advise on changes or trends relating to business to the Commercial/Revenue Managers.
• Maintain revenue systems (OnQ PM, OnQ R&I, GRO, OTA Insight, etc.) and ensure efficiency.
• Oversee and monitor hotel presence within relevant channels; monitor competitor rates and maintain rate/inventory parity; conduct random audits on rate, inventory, closeouts and productivity.
• Inventory control – daily monitoring of OOO rooms, overbooking, no-shows and reservation quality.
• Assist Commercial team with distribution production & channel management reports.
• Monitor Delphi and follow up on outstanding prospect/tentative bookings via daily/weekly reports.
• Review room blocks in OnQ R&I; ensure inventory is picked up/released per contracted terms.
• Supervise the reservation team and maintain a high level of customer service; provide team coverage when needed.
• Mentor, coach and develop the reservation team; ensure daily department checklists and adherence to global standards for group bookings.
• Ensure effective communication with hotel departments to deliver a seamless guest experience.
• Perform any other duties assigned by the Commercial Manager/Hotel Manager/GM&E Manager.

Customer Service

• Focus the Reservations team on hospitality and consistently high customer service standards.
• Oversee day-to-day operations and maintain presentation standards for the department and staff.
• Be aware of SEP feedback/scores and maintain product knowledge of the hotel and local area.
• Ensure HRCC Test Calls are conducted monthly.

Team Management

• Work with the GM&E Manager to create department KPIs and hold the team accountable.
• Develop team and individual skills to the highest level; ensure regular participation in department meetings.
• Foster coaching and training to enhance performance; ensure professional interdepartmental communication.

Maintenance of Systems and Procedures

• Keep systems up to date with accurate information and Hilton standards.
• Maintain guest profile accuracy; review and implement revised procedures as directed.
• Ensure system usage aligns with company policies and procedures.

Cost Control

• Maximise room sales and revenue for the hotel; adhere to pre-set availability and rate controls.
• Record all refused business with a reason; maintain a sales-oriented approach across opportunities and manage costs without compromising quality.
• Work within pre-set budgetary limits.

Workplace Health and Safety

• Establish minimum WHS standards for plant, materials, equipment, etc.; provide PPE as required.
• Maintain WHS compliance; report incidents/hazards; participate in WHS programs and training; support safe work practices and welfare at work.
• Co-operate with Hilton WHS requirements and monitor contractor WHS performance.
• Participate in WHS meetings, emergency drills and reviews.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning luxurious hotels to mid-priced properties. Hilton is dedicated to providing exceptional guest experiences across its global brands, and our Team Members are central to this mission.