Cluster Reservations Manager – South – Watford
Job Number: HOT0CE4B
Work Locations
Hilton Watford Hotel
Elton Way
Watford WD25 8HA
Benefits
* 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
Responsibilities
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, 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.
Qualifications
* 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.
Additional Qualifications
* Knowledge of the hotel property management systems.
* Previous experience in the same or similar role.
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