Hilton Reservations/Sales. I wish it was just Reservations.
Pros: Good money, incentive, benefits (full time), good people, happy customers
Cons: Unrealistic expectations, sales pressure, bad training program angry/rude/customers who hang up on you
I typical day at work is listening to customers from happy to angry and trying to book them a reservation under the pressure of a constantly dropping ADR (Average Daily Rate) which affects our paychecks. We are required to upsell, say a time share offer verbatim, and a rental car offer. The management in Reservation/Sales, I feel, has unrealistic expectations of it's workers and unfair comparison that relates to our paychecks. Although I love the people I work with, they are fun and want to see you succeed. Even if our training was horrible, and we are having to relearn everything our trainer taught us because parts of it were incorrect. I see in other parts of the company this may be different, and after 90 days we are allowed to explore other options in the company--but I have been told there is not an area that does not have a sales aspect. The hardest part of the job is sales. Making people buy a room they don't necessarily want. They keep telling us "it's not your money" but that doesn't seem right to me. Also, many people just use you for price hunting instead of going online and then hang up on you. Even when this happens it still affects your "conversion rate" which affects your paycheck. The most enjoyable part of the job is being able to help someone plan their dream vacation, to hear the excitement in their voice.