Reservations Manager - Hilton Hawaiian Village Waikiki Beach Resort

Job Description - Call Center Services Manager - Hilton Hawaiian Village Waikiki Beach Resort (HOT0CE91)

Job Description

Call Center Services Manager - Hilton Hawaiian Village Waikiki Beach Resort

HOT0CE91

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.

What will you be doing?

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

The salary range for this position is $85,000 - $95,000 annually.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Customer Focus

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 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!