I came to the office and follow the task list to start the work. First, I download and print some reports online, and then update the reports which revenue manager and other bosses need. Second, I check the reservations made yesterday. Third, I follow the revenue manager's instruction to adjust the room rate. Fourth, I check the next day reservations. Those are the typical work content in a day.
I've learned a lot on the Hilton University, which is E-learning. It contains all of the information about the hotel including the computer system, working skills especially when facing a guest and the culture of the Hilton Group. After I finished one course, I can get a certificate.
The management in Hilton Group is clear organized and divided into different level. This kind of management precisely distributes the work load and responsibility to different level of employees.
The most related department with reservation is the sales department. Sales manager will pass the booking work to the reservation department, and when they got the urgent booking from guests, they would immediately contact us to help them manage it.
Then most hardest part of the work maybe handle the complaints. In addition, the reservation is highly related with the room rate which is sensitive.
The most enjoyable part of the job maybe even there must be some sensitive complaints or a lot of reservation to double check. But it made me full of sense of achievement when successfully handling them.