Job Overview:
As a Reservations Specialist for the Owners Desk, you are the expert in providing value, dedicated support and deliver personalized solutions for travel and special requests made by Hilton hotel property Owners who actively invest in our Brands. The Owner’s experience should influence a long-term use of our service and allegiance to our organization and Brands.
What you’ll do:
- Express a passion for travel and service delivery that will ensure a smooth journey for all requests with an effective and satisfactory outcome
- When necessary, you will engage all applicable resources to carry out special requests and detailed responses/itineraries within allotted timeframes
- Assist and resolve customer care issues and provide feedback, when applicable, to the Hilton Support team for possible further action that can negatively impact our business relationship with an Owner
- Liaise on behalf of Owners, when needed, and investigate opportunities that will add value to the request
- Acknowledge Owners requests with a clear and concise itinerary of travel plans/special requests to ensure all details received by the Owner are accurate and inclusive of all applicable timelines
- Complete Hotel bookings within our Hilton hotel portfolio of brands and, on occasion, book additional travel options for our Owners
- Manage Owners general inquiries and offer solutions that positively affect the overall Owners experience
- Manage all aspects of Owners’ Hilton Honors accounts as well as assist with their Family & Friends Hilton travel program requests
- Stay abreast of travel industry knowledge that may impact overall operation with our partners and hotels
- Ensure high standards of personalized service and communication with the Owner through customer engagement, acknowledgement, and open-ended questions to determine the Owner’s needs, interests, and requirements
- Participate in Team Meetings, Conferences, and other special projects/tasks as designed
- Ensure all updates to Owner’s Profile in all necessary applications with complete accuracy
- Increase Owners’ awareness of other areas of our services to maximize their travel experience
What you’ll have:
- Proven ability to negotiate with partners (suppliers, hotels, airlines)
- Must be able to multi-task and work well under pressure
- Empathetic, passionate, positive, energetic attitude, and self-motivation is a must to meet and exceed targets
- Strong experience: in the travel industry mainly in the luxury travel market with a proven commitment to excellence in customer service and sales
- Must have understanding of Luxury Lifestyles and affluent customers and their expectations
- Bilingual/multilingual with Arabic, Turkish or Russian preferred
- Proficient with MS Platforms and overall high computer literacy
- Fluent in English, both written and verbal are essential
- Preferred Years of Experience: In working with high end clients with travel needs in the luxury and international travel sector
- Minimum Education: High School Diploma or GED
- Must have impeccable problem-solving skills with a primary focus on First Call Resolution
- Excellent active listening and interpersonal skills
- Proficiency with Hilton internal systems
- Preferred Years of Experience: In the travel industry