Cluster Reservations Manager

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What will it be like to work for Hilton Worldwide?

Hilton Worldwide offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travelers who stay with us every year a welcome they will never forget. If you understand the importance of a proper welcome and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Worldwide. Because it’s with Hilton Worldwide where we never forget the reason we're here: to delight our guests, team members, and owners alike.

Job Description

The primary responsibility of this position is to manage, oversee and guide the Cluster Reservations Team for 6 Hilton properties in the Netherlands. You will be responsible for driving the commercial and operational performance of the reservations teams in order to maximize revenue and deliver highest level of quality to our guests.

The key objectives in terms of Reservations & Guest Service are to set departmental targets, drive incremental business and achieve the individual hotel targets. Your main responsibilities will be:

• Deliver high quality and speed of entry reservations via email and telephone
• Train and coach the reservations team (currently 9 FTE)
• Use the correct Brand Service Standards when using OnQ PM Reservation system
• Solve any complaints / incidents / issues, handling VIP requests
• Actively participate during commercial performance calls on a weekly basis
• Attends BFM/CFM meetings with relevant contribution on Reservations and HRCC performance points.
• Ensuring satisfaction and loyalty of guests/bookers by providing optimal service
• Monitor and analyze rate & inventory management and strategy effectiveness for all hotels and directly report to RMCC manager, Commercial Directors and GM’s of the Cluster hotels
• As a leader have the ability to envision possibilities, build high performing teams, and inspire passion. The willingness to take calculated risks, assumes reasonability, and enhances quality and service.

What are we looking for?

You are our perfect candidate if you have:

• Excellent oral and written communication skills.
• Ability to direct collaboration among cross-functional teams including external resources
• Leads by example to resolve conflicts, introduce change and ensure collaboration among others
• Ability to communicate effectively with Management groups verbally and in writing.
• Excellent organization skills.
• Demonstrates the highest standards of ethical behavior and absolute discretion with sensitive information
• Ability to work well under deadline pressure
• Strong problem solving skills including ability to address any issue in collaboration with others, identify and prevent potential problems and develop problem solving skills in others
• Ability to provide development and mentor to others
• Ability to quickly understand different markets in assigned area and key criteria’s to implement
• Successful strategies contributing to the financial success of the hotel
• Knowledge of business mathematics (weighted averages, percentages) and advanced spreadsheets (Excel)

What can you expect from us?

• A fulltime role, salary based on your experience (Scale 9 of the hospitality industry);
• Intensive training period and a personal development program;
• Internal transfer and promotion possibilities;
• Employee discount on Hilton Worldwide hotel rooms via our international Hilton travel program;
• Employee discount of 50% on Food & Beverage at Hilton Worldwide hotels;
• Travel allowance;
• Annual team outings, staff party and quarterly team member forums;

Have we sparked your interest? Don’t hesitate, apply now and join the Hilton family!