Assistant Reservations Manager

The Assistant Reservations Manager is responsible for ensuring that reservations operations are managed as a key commercial driver of the hotel, delivering maximum guest satisfaction and consistency in line with Hilton standards. The Assistant Reservations Manager will achieve this through the key strategies of talent leadership, revenue optimization and operational excellence, and will assume departmental leadership in the absence of the Reservations Manager.

What are we looking for
An Assistant Reservations Manager 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, behaviours, skills, and values that follow:

•    Proven ability to lead, motivate, coach and develop a high-performing team.
•    Strong problem-solving and decision-making skills, with the ability to turn operational insights into actionable business recommendations.
•    Commercial awareness, with an understanding of reservations, inventory and revenue performance.
•    Strong organizational skills and attention to detail, with the ability to manage multiple priorities.
•    Bachelor’s degree or diploma in Hospitality or related field preferred.

What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

What will I be doing?
Reporting to the Reservations Manager, you are accountable and responsible for elevating the following:

Leadership & Talent Development

•    Lead the day to day operations of Reservations team, delivering service excellence and productivity.
•    Coach, mentor and develop team members through onboarding, training and development plans and building capability.
•    Foster a high performance culture built on accountability, engagement and Hilton values.
•    Promote a safe and compliant workplace by adhering to Workplace Health & Safety policies and maintaining grooming standards within the department.
•    Manage team rosters, workload allocation and resource planning to ensure adequate coverage and operational efficiency.
•    Support succession readiness by identifying and developing future leaders within the Reservations function.
•    Establish development plans to strengthen departmental capability and succession readiness, while identifying and developing future leaders within the team.

Commercial Performance & Revenue Optimization

•    Drive reservations revenue, conversion and productivity targets through effective inventory management, demand analysis and strategic selling.
•    Analyze booking pace, market demand and guest behavior to maximize occupancy, ADR and room revenue, and contribute to forecasting and demand management discussions.
•    Champion an upselling culture, coaching the team to identify and capture revenue opportunities.
•    Partner with Revenue Management, Sales, Marketing, Finance, Front Office, Housekeeping and Group, Meetings & Events, keeping them informed of occupancy levels, promotions and group movements.
•    Provide operational insights and recommendations that support commercial decisions and hotel strategy.
•    Monitor reservations performance metrics and recommend actions to improve conversion, productivity and commercial outcomes.
•    Identify opportunities to grow revenue through improved reservation processes, guest engagement and strategic selling initiatives
•    Influence business decisions through reservations expertise, operational insights and recommendations that support commercial success and guest experience objectives.

Operational Excellence & Continuous Improvement

•    Oversee all individual and group reservation activities, ensuring accuracy, compliance, service quality and timely cross-functional communication.
•    Ensure accurate pre-arrival checks, proper billing of no-show charges and quality guest profiles and booking records.
•    Champion service excellence, effective service recovery and recognition of VIPs and Hilton Honors members, while upholding guest confidentiality and data privacy.
•    Streamline workflows and drive adoption of systems, automation and best practices to reduce manual processes without compromising quality.
•    Ensure timely submission of reports and maintain compliance with company policies and Hilton brand standards.
•    Review and enhance reservations procedures to ensure scalability, efficiency and operational excellence.
•    Encourage innovation, problem-solving and continuous improvement within the department.
•    Carry out any other reasonable duties and responsibilities as assigned by Management.