As the Resort Concierge & Reservations Supervisor, you would be responsible for assisting the Director of Guest Experience Planning & Reservations in supervising a department of 30 team members including Reservations team and Del Services team members, driving opportunities to maximize revenue, guest satisfaction and team member engagement. The focus of this role is to optimize sales and operational efficiencies to deliver performance objectives. Your primary duties will include:

• Assist in the day-to-day operations of the Reservations and Del Services Department
• Assist Del Services team with phone calls when operation demands through the day
• Ensure Team Members are developed effectively, maintain a thorough understanding of hotel facilities and processes, and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing.
• Monitor the appearance, standards and performance of the Reservations & Del Services team with an emphasis on training and teamwork.
• Assist in the leading, training and developing of the team
• Contribute toward ongoing trainings for the 30 team and contribute toward monthly department meetings
• Contribute toward the design and follow through on department revenue goals while creating a culture of empowerment and recognition
• Manage telephone through the daily operation and utilize mitel reporting systems to both forecast and properly staff according to call volume and flow
• Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
• Responsible for selling and booking room reservations, dining reservations, spa reservations, and other experiential reservations
• Oversee and handle all incoming phone calls to include on property calls, off property calls, Experience planning calls, and Reservations calls.
• The Reservations department is uniquely a key role in the operation as part of the rooms division as well as a key player in sales/marketing/revenue management as we manage a portion of the hotel's room revenue through our and the off property call center.

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
• Dependability
• Customer Focus
• Adaptability

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!