Overview
Cluster Reservations Manager – South – Watford – Hilton Watford
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.
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
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.
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, .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.
EVERY JOB MAKES THE STAY.
At Hilton, It Matters Where You Stay, but The Stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical. That’s why at Hilton, Every Job Makes the Stay.
Find out more about all our brands and hotels – Hilton Brands | Global Hospitality Company
Exact Location: Elton Way, Watford, England, WD25 8HA, United Kingdom
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
