A Reservations Agent with Waldorf Astoria Hotels and Resorts is responsible for managing guest bookings and inquiries to deliver a seamless and personalized experience to our guests while optimizing occupancy and revenue. This role is central to shaping guest impressions, ensuring accuracy, professionalism, and excellence at every step of the reservation process.

What will I be doing

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As a Reservations Agent, you will serve as a primary point of contact for guests, utilizing market trends to optimize revenue while ensuring a gracious and seamless booking experience. Your role upholds the highest standards of professionalism, accuracy, and guest service. Specifically, you will be responsible for performing the following tasks to the highest standards:

\n\nHandle all telephone, email, and fax inquiries promptly and courteously, ensuring clarity, accuracy, and adherence to the hotel’s service standards at all times.\nProcess individual and group reservations efficiently using the property management system, ensuring detailed records and guest preferences are accurately maintained.\nApply strategic understanding of seasonal patterns and historical trends to support occupancy and rate optimization.\nExecute up-selling techniques and leverage rate strategies to maximize revenue while offering tailored room options to guests.\nProvide timely and accurate quotations and written confirmations to guests and clients, ensuring a clear and professional communication trail.\nIdentify and qualify new business opportunities, relay potential leads to the Sales team, and respond to incoming sales inquiries in coordination with commercial strategies.\nMonitor guest satisfaction regarding the booking experience and proactively address any concerns to secure repeat business and long-term relationships.\nMaintain full knowledge of the hotel’s services, room types, facilities, and policies to confidently answer guest queries and provide expert guidance.\nGuarantee that bookings are correctly secured and applicable charges for no-shows or late cancellations are processed in accordance with policy.\nEnsure timely and high-quality processing of guest requests and modifications, providing consistent support from the moment of inquiry through to arrival.\nCollaborate closely with Revenue, Sales, and Front Office teams to ensure accuracy in group blocks, special requests, and VIP bookings.\nContribute to a culture of excellence by applying strong customer service skills, relationship-building techniques, and meticulous attention to detail in all reservation tasks.\nMaintain up-to-date reservation records and generate relevant reporting as requested by leadership.\n

What are we looking for

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A Reservations Agent serving Waldorf Astoria Hotels & Resorts 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:

\n\nMinimum 2–3 years of experience in reservations or front office within a luxury hotel or high-end hospitality environment.\nProficiency in hotel reservation systems (e.g., Opera, SynXis) and a strong understanding of booking procedures, inventory control, and rate management.\nHigh level of IT proficiency and comfort with administrative systems, reporting tools, and digital communication platforms.\nExcellent organizational skills with a structured and detail-oriented approach to tasks.\nOutstanding written and verbal communication skills, paired with a confident and courteous telephone manner.\nA polished and professional appearance, consistently meeting luxury hospitality grooming standards.\nDemonstrated ability to multitask efficiently and remain calm under pressure in a fast-paced environment.\nA positive, engaging attitude and a genuine commitment to delivering outstanding customer service.\nStrong commercial awareness and ability to apply revenue strategies based on seasonal and historical booking trends.\nFlexibility to work a variety of shifts, including weekends and public holidays, as business needs require.\nA proactive, guest-focused mindset with a passion for creating seamless and memorable pre-arrival experiences.\n\n

 

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

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Knowledge of the hotel property management systems

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Previous experience in the Reservations function within the luxury hotel sector

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Proven sales experience within the hotel/leisure sector

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What will it be like to work for Hilton

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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.