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

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

Main Duties

• 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
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