We exist to create unforgettable experiences for every guest, every time. Whether it’s a warm welcome, a seamless booking, or helpful local advice, we take pride in the moments we help create. At the core of everything we do are our REACH People Values : Respect – We treat every guest and colleague with kindness and dignity. Excellence – We go the extra mile in pursuit of outstanding service. Accountability – We take ownership of our actions and follow through on our promises. Cooperation – We work together as one team to deliver the best experience. Honesty – We act with integrity and transparency at all times. How We Do It We believe in teamwork, positivity, and a passion for great service. We empower our people to bring their whole selves to work and treat every interaction with care and respect. The Role Based at the beautiful Graduate Cambridge by Hilton, right on the River Cam in the heart of the historic city, you’ll be the first point of contact for all bedroom reservations. Handling enquiries by phone, email, and online, you’ll ensure every booking is accurate, every opportunity to delight is taken, and every guest feels valued from the moment they get in touch. What You’ll Do Handle all reservation enquiries promptly and professionally, converting them into bookings wherever possible Accurately input reservations into our Property Management System (OnQ), ensuring all details meet departmental standards Proactively follow up on upcoming arrivals and no-shows, maximising revenue opportunities Upsell rooms, amenities, and packages to enhance guest stays Work closely with Sales, Front Office, and Revenue teams to handle enquiries effectively Monitor and manage the F&B booking system Respond to guest messages via OTAs in a timely manner Support the Front Office team when required What We’re Looking For Previous hotel reservations or reception experience is desirable Knowledge of OnQ or similar property management systems is an advantage Strong attention to detail and ability to manage multiple tasks Excellent communication skills in English, both written and spoken A positive, guest-focused approach and a team player mindset Confident with Microsoft Office applications Able to work on-site five days a week (this is not a remote role) This is a great opportunity for an experienced hotel receptionist or reservations professional looking to take the next step in their career. The Perks Discounted hotel stays and dining across Hilton properties worldwide Access to learning and development opportunities £250 reward for successful employee referrals Retail and leisure discounts and cashback offers 24/7 well-being support helpline Complimentary meals during your shift Recognition programs and team celebrations Convenient parking for cars, mopeds, scooters, and bicycles About Graduate Hotels Graduate Hotels is a collection of handcrafted hotels in the world’s most dynamic university towns. At Graduate Cambridge, inspired by the city’s prestigious university, every detail nods to the rich history and vibrant culture of the local community. Equal Opportunities We welcome applications from all backgrounds and are committed to ensuring equal opportunities for all. Right to Work Applicants must have the right to live and work in the UK in accordance with the Asylum and Immigration Act 1996.