Cluster Reservation Agent

Job description

Cluster Reservation Agent The Role At Hilton Istanbul Bosphorus, we are looking for a Cluster Reservation Agent to support daily operations in line with Hilton brand standards. The role is responsible for ensuring smooth operational execution, maintaining service quality, and contributing to a high level of guest satisfaction.

Position Title

Cluster Reservation Agent Department: Reservation Sales Company: Hilton Istanbul Bosphorus Location: Istanbul, Türkiye Job Type: Full-Time Reporting Line: Director of Reservation

Responsibilities

Key Responsibilities

Acceptance and entry of reservations by telephone and email

• Convert, quickly, inquiries into contracted business
• Respond, positively, to sales inquiries to develop future sales leads
• Identify sales leads, as appropriate
• Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectation
• Provide prompt and efficient service while maintaining the hotels brand standards Be aware of occupancy / revenue forecasts / planned figures and act upon to ensure targets are met
• Ensure that on a weekly basis the following reports are prepared and circulated to the relevant senior management group summary, group enquiries, group cancellations and tour series forecast

Qualifications

• Manage all incoming reservation requests (telephone, email, and online channels) in line with Hilton brand standards
• Ensure accurate entry of all reservations into the system, maintaining data integrity at all times
• Convert inquiries into confirmed and contracted business in a timely and efficient manner
• Handle reservation amendments, cancellations, and special requests professionally Maximize room revenue through upselling and effective conversion techniques
• Maintain up-to-date knowledge of hotel availability, rates, promotions, and packages
• Coordinate closely with Front Office, Sales, and Revenue Management teams
• Monitor occupancy, forecasts, and availability to support business targets
• Respond to all guest and client inquiries in a professional, timely, and courteous manner
• Identify and follow up on potential sales leads
• Support group bookings, ensuring smooth coordination and accurate documentation
• Assist in preparing weekly reservation and group-related reports for management
• Ensure all activities comply with Hilton brand standards and service excellence

What We Are Looking For

Previous experience in Front Office,Reservation or hospitality operations preferred

• Strong communication and customer service skills Good understanding of computer systems, Microsoft Office (Word, Excel, Outlook), and reservation processes
• Ability to work in a fast-paced operational environment
• Strong attention to detail and accuracy
• Ability to prioritize tasks effectively
• Strong teamwork and collaboration skills
• Ability to work independently when required Good command of English&Turkish Commitment to Hilton’s Values: Hospitality, Integrity, Leadership, Teamwork, Ownership, Now Why Join Us?

Be part of one of Hilton’s most iconic hotels

• Work within a globally recognized hospitality brand Access Hilton University and extensive learning and development opportunities Enjoy industry-leading Team Member travel benefits through Go Hilton Benefit from competitive compensation, service charge, and meals on duty
• Explore worldwide career opportunities within Hilton Join a culture that values recognition, teamwork, and continuous growth Additional Information This is a full-time position and requires flexibility to work weekends, evenings, and public holidays according to operational needs.

The role involves standing, walking, lifting, and carrying stock items while maintaining high operational standards. DIVERSITY & INCLUSION Hilton is an equal opportunity team member committed to creating an inclusive environment for all Team Members.