Reservations Manager - Hilton Hawaiian Village Waikiki Beach Resort
About The Position
The iconic Hilton Hawaiian Village Waikiki Beach Resort is looking for a Reservations Manager to join the team at one of the most celebrated resorts in the world. Set on 22 oceanfront acres in the heart of Waikiki, this vibrant resort features over 2,800 guest rooms and suites across five towers, multiple pools, a wide array of dining outlets, and one of the largest meeting and event footprints in Hawai‘i. The Reservations Manager will play a key leadership role in ensuring a seamless and efficient booking experience while supporting the resort’s overall revenue and guest satisfaction goals.
Responsibilities
- Manages the daily operations of the in-house Reservations and Telecommunications departments, ensuring efficient, accurate, and courteous service with a focus on delivering exceptional guest experiences and 100% guest satisfaction in alignment with Hilton’s Value Drivers and Brand Standards.
- Partners closely with Revenue Management and serves as the primary liaison for HHV and the Hawaii Desk at HRCC, ensuring HRCC is consistently updated on HHV information, contacts, procedures, and promotions.
- Collaborates with the IT department to support the hotel’s telecommunications infrastructure, including guest room internet services, call reporting, and related technology systems.
- Maintains strong working relationships with team members and cross-functional departments to ensure seamless operations.
- Oversees departmental performance with a focus on revenue optimization, labor management, cost control, productivity, and maintaining well-functioning, up-to-date equipment, ensuring the Reservations and Telecommunications teams consistently deliver a high standard of guest service.
- Assists in managing the activities of Reservations and Telecommunications departments to meet Company standards and provide guest satisfaction.
- Works with customers, maintains equipment and participates in operation as needed.
- Interviews, trains, supervises, counsels, schedules and evaluates staff.
- Assists Sales, Event Services and other departments with reservations related questions and challenge.
- Ensures administrative telephone extension directories are maintained at least once per month.
- Participates in management/operational meetings and Hilton training programs as required.
- Implements printed guest room materials for telephone service, i.e.rate Information, telephone faceplates, and dialing instructions as required.
- Initiates and prepares reports such as GRIP, Call Conversion, Call Abandonment, Average Time On Hold and other reports as directed.
- Other duties as requested by Executive Management
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
