Full-Time Reservationist-Doubletree by Hilton Mclean Tysons

Essential Duties & Responsibilities

• Ensure that the Reservations lines are always attended during scheduled hours and communication with Front Office Leadership team for all (arrivals/departures, group functions, guest requests, etc.)
• Respond to incoming calls, using correct salutations and telephone etiquette.
• Maintain confidentiality of all guest information.
• Monitor and ensure that all reservations (including manual) are input into the system accurately, completely and promptly.
• Monitor reservations requested by email, fax and USPS mail.
• Ensure guest history accounts are kept current.
• Monitor group reservation activity weekly and communicate status with Sales Department. Review the weekly group pick up reports, work with Sales Managers to communicate with group contact person on pick up pattern decrease/increase the block depending on the pick-up.
• Ensure group files are accurate and kept current. Prepare the group resumes and conduct the weekly group resumes meeting.
• Ensure that group requirements are entered completely and accurately from the sales contacts.
• Review changes received from Sales after checking availability; resolve any discrepancies.
• Ensure that group room blocks are released to general inventory after group’s cut-off date or cancellation and communicate to the appropriate department leaders.
• Ensure that rooming lists are input accurately and completely.
• Pre-block group rooms where special requests are made and submit the VIP requests and Hilton Honors Welcome cards daily for blue and silver members.
• Accommodate all guest requests in an accurate and efficient manner.
• Work closely with other departments to effectively accommodate guest’s special requests and amenities.
• Communicate designated VIP reservations as they occur to the General Manager and designated department managers.
• Work closely with the Director of Rooms in determining the percentage for over-booking.
• Communicate room availability (particularly status changes on any date) to Front Office leadership team.

Required Skills and Experience

• Experience: 2 years with prior Reservations or Front Desk Agent experience required.
• Education: High School Diploma or GED required.
• Preferred Hilton System Background- using ONQ and Delphi
• Must be fluent in the English language.  Accurate listening, clarity in speaking, reading comprehension and writing ability in a professional context are required.  Must be able to write routine correspondences such as confirmation letters and emails.  Must have superior ability to use proper voice and tone for telephone conversation.  Ability to read, analyze and interpret general business reports. Ability to effectively relate to hotel guests and all hotel employees. Ability to convince and persuade, as well as apologize when necessary.  Must convey pride, confidence and genuine emotion at all times.

Benefits

• Well-Being Benefits:
• Health Insurance
• Dental & Vision Insurance
• Short & Long Term Disability
• Vacation Policy


• Long Term Planning
• 401(k) Retirement Program
• Paid Life Insurance
• Tuition Reimbursement


• Team Member Programs:
• Our Big 3 Mission Statement Leaders of the Month/Year
• Annual Performance Appraisals and Wage Increase Opportunities
• Annual Team Member Banquets
• Annual Team Member Engagement Survey
• Discounted Room Rates for Team Members, Family and Friends
• Complimentary Room Stays
• Weekly Payroll