With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

What will I be doing? 

As the Reservations Agent, you will be responsible for performing the following tasks to the highest standards: 

     Reservations Management

Process all individual and group reservations accurately using Opera PMS.

Review daily new bookings, amendments, cancellations and no-shows to ensure correct system updates.

Verify arrival lists daily, ensuring guest profiles, rates, market segments and special requests are accurate.

Coordinate with Front Office, Housekeeping, Sales and F&B regarding VIP arrivals, group requirements and special arrangements.

Maintain accurate guest history and profile information in accordance with Hilton standards.

Ensure all reservation input and data entry are correct and updated in real time.

      Revenue Optimization

Maximize room revenue through up-selling, cross-selling and rate optimization.

Ensure adherence to approved rate structures, inventory control and yield management strategies.

Monitor room availability and comply with room supply controls as directed by Revenue Management.

Record and document all rejected business with clear reasons for tracking and analysis.

Ensure commissionable bookings are properly tracked and commissions are processed accurately and timely.

     Guest Service Excellence

Maintain a professional sales attitude and capture every sales opportunity.

Respond to reservation enquiries via telephone, email and online platforms promptly and professionally.

Provide accurate hotel product knowledge including room types, facilities, promotions and hotel services.

Maintain high standards of communication and service in line with Hilton Garden Inn brand expectations.

     Administrative & Compliance

Maintain organized reservation files and documentation in accordance with hotel procedures.

Ensure all correspondence (email, OTA communication, group contracts) is properly filed and updated.

Comply with the hotel’s credit policy and payment procedures.

Ensure forecasted room revenue and booking pace align with targets.

Maintain confidentiality of guest information in compliance with data protection practices applicable in Indonesia.

     General Responsibilities

Maintain a clean, organized and professional work environment.

Strictly adhere to Hilton brand standards and hotel policies.

Ensure understanding and compliance with Team Member rules and regulations.

Carry out any other reasonable duties as assigned by Management.

What are we looking for? 

A Reservation 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, behaviours, skills, and values that follow: 

Education

Minimum Diploma (D3) in Hospitality Management, Tourism, Business Administration or related field.Bachelor’s Degree (S1) is an advantage.

Experience

Minimum 1–2 years of experience in Reservations, Front Office or Revenue within a hotel environment.Experience using Opera Property Management System (PMS) is required.Experience in an international hotel chain is preferred.

Technical Competencies

Strong knowledge of hotel reservation procedures and distribution channels (OTA, direct booking, corporate, group).Understanding of rate structure, market segmentation and basic revenue management principles.Good computer literacy including Microsoft Office and email systems.Accurate data entry skills and strong attention to detail.Ability to manage multiple tasks and meet deadlines.

Language & Personal Attributes

Good command of English, both spoken and written, to meet business needs.Strong communication and interpersonal skills.Sales-oriented mindset with strong customer service focus.Ability to work under pressure and maintain professionalism.High level of integrity and confidentiality.

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 travellers 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!