Processes hotel reservation requests, changes, cancellations, bookings, payments, and guest inquiries. Maintains accurate reservation records, supports room revenue through upselling, coordinates room allocation with hotel departments, and assists Revenue Management with inventory control and occupancy reporting. Provides courteous guest service, handles reservation-related issues, protects confidential information, and follows Hilton brand and financial procedures. The role requires flexible shift availability, attention to detail, and multilingual communication skills.
As a Reservations Clerk, you will be responsible for processing all reservation requests, changes, and cancellations courteously, efficiently, and professionally. You are vital in maximising room revenue while delivering outstanding guest service that reflects Hilton's brand promise of hospitality and care.
Responsibilities- Handle incoming reservation calls and emails in a prompt and courteous manner, following Hilton brand standards.
- Enter and manage individual and group bookings in the system (OnQ), ensuring accuracy in guest information, special requests, billing details, and arrival/departure dates.
- Promote upselling of room types, packages, and resort amenities to maximise revenue.
- Respond to enquiries regarding room rates, availability, packages, resort services, promotions, and casino benefits.
- Coordinate with the front office, sales, housekeeping, and other departments to ensure accurate room allocation and special request fulfilment.
- Maintain up-to-date knowledge of hotel rates, promotions, packages, events, and facilities, including the resort’s restaurants and casino offerings.
- Perform daily audits and reports related to reservations and occupancy forecasts.
- Process payments and deposits as needed and ensure compliance with Hilton’s financial procedures.
- Support the Revenue Management team with inventory control by managing room blocks, release dates, and oversell strategies.
- Handle guest complaints or issues related to reservations promptly, escalating when necessary.
- Maintain complete confidentiality and data security of all guest and company information.
- Uphold Hilton brand standards and embody our values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
- Education: Secondary General Education (MAVO) or Secondary Vocational Education (EPI) or equivalent.
- Licences/Certificates: Aruba Certification Program.
- Years of related experience in a customer service or hospitality role, preferably in a hotel reservations department: 0-3 years
- Proficient in the use of Microsoft Word, Excel, and Hilton Software OnQ PMS or other hotel reservation systems preferred.
- Excellent attention to detail, organisational, and multitasking skills.
- Ability to remain calm and courteous under pressure.
- Flexible availability, including weekends, holidays, and shift work.
- Additional language skills: multilingual (Dutch, Spanish, or Papiamento).
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