Cluster Reservations Supervisor

Join the Cluster Reservations Team for Hilton The Netherlands!

Main Work Locations

c/o Oosterdoksstraat 4

1011 DK Amsterdam

The Cluster Reservations Team is responsible for 5 Hilton properties in the Netherlands: DoubleTree by Hilton Amsterdam Centraal Station DoubleTree by Hilton Royal Parc Soestduinen Hilton Amsterdam Airport Schiphol Hilton Rotterdam and Hilton The Hague.

With our Team Members we have one goal to achieve: exceed our guest expectations and improve our outstanding service and high-quality product on a daily basis. Together with our historicalbackground itmakes us alive with originality!

Position Statement

A Cluster Reservations Supervisor oversees the Reservations Team and how it performs routine procedures in order to maximize revenue and Guest satisfaction.

Position Summary

As Cluster Reservations Supervisor you oversee the Cluster Reservations Team and how they perform routine procedures in order to maximize 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:

Assist in the day-to-day operations of the Cluster Reservations Department

Manage telephone 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 develop sales leads and respond to sales opportunities in order to maximise revenue

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

Monitor the appearance standards and performance of the Reservations Team with an emphasis on training and teamwork

Assist in the recruiting managing training and developing of the Reservation team

Qualifications

A Cluster Reservations Agent serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviors skills and values that follow:

Good organizational and administration skills

Positive attitude and good communication skills

Commitment to delivering a high level of customer service

Confident telephone manner

High level of IT skills

A passion for delivering great customer service and driving revenue

Excellent grooming standards

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Knowledge of the hotel property management systems
• Previous experience in the Reservations function within the hotel/leisure sector
• Relevant degree or other qualification in a business discipline

EOE/AA/Disabled/Veterans