Cluster Reservations Manager

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Cluster Reservations Manager, you’re not just managing the hotel’s reservations operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day:

As a Cluster Reservations Manager you will manage the day to day running of the Reservations department, maximising revenue opportunities in the areas of individual reservations, driving sales leads and increasing revenue. You will ensure that all reservations agents are interacting with customers delivering a level of service standards.

• Driving Reservations Team to reach key KPI’s as directed by the Cluster Commercial Director e.g. Upsell or No-Show targets. 
• Ensuring that customer admin is delivered to a high standard for incoming reservations, e.g. Deposits, No Shows, correspondence. 
• Monitor and drive guest satisfaction. 
• Focus on a consistently executed up-selling approach to Room Types and additional services within the hotel e.g. Dinner Reservations, Spa. 
• Build strong relationships with customers/key accounts to fully understand their needs 
• Promoting Hilton Honors Enrollments · Arrange and carry out Accommodation related showarounds (if applicable) 
• Ensure that Reservations Data / Systems are managed to a high standard, (ONQ, ONQ R&I) 
• Ad hoc SRP & Package creation as required in hotel PMS system. 
• Manage any key segments directed by Cluster Commercial Director outside of Transient, e.g. PERM/GT 
• Manage GT and PERM administrative support 
• Develop Team members through a consistent approach to training, 1:1’s, PDR’s and coaching.

 

 

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.