Reservations Manager - East London

Job description

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2026, AS VOTED BY OUR TEAM MEMBERS!

No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. “To share the light and warmth of hospitality”. With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow.As 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.

A World of Rewards

·  Competitive salary
·  Free and healthy meals when on duty
·  Grow your Career! - Personal Development programmes designed to support you at every step of your career
·  A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing ( https://cr.hilton.com )
·  Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
·  Team Member Referral Program
·  High street discounts: with Perks at Work
·  Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
·  Discounted dental and health cover

Modern and inclusive Team Member’s areas

Positions summary
·    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 are we looking for?

A Reservations Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

·       Previous experience with reservations in the hotel/leisure sector.
·       Ability to communicate clearly with international clients and agents
·       Strong leadership skills to effectively manage and motivate a high-performing team positioned to exceed targets.
·       Strong analytical skills to understand key business indicators and competitive trends and develop approaches to these challenges.
·       Excellent selling capabilities and the ability and desire to coach selling techniques to Team Members
·       Excellent organisation and planning skills
·       Accountable and resilient
·       Flexibility to respond to a range of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
·       Knowledge of the hotel property management systems.
·       Previous experience in the same or similar role.

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!