Graduate Hotels is seeking a proactive, customer-focused Reservations Agent to join Graduate Cambridge by Hilton and its brilliant team of hospitality enthusiasts! In this role, you will be the first point of contact for hotel enquiries. You’ll help ensure every guest’s journey starts on the right note, with professionalism, efficiency, and a personal touch. The 148-bedroom Graduate Cambridge is part of the Graduate Hotels collection, inspired by the prestigious University of Cambridge and its surrounding town. Set right on the River Cam in the heart of the city’s historic centre, the hotel feels like an extension of the university itself, with thoughtful nods to college architecture throughout. Are you organised, people-focused, and passionate about creating smooth guest experiences from the very first interaction? If you enjoy being at the heart of hotel operations, love helping guests, and have a keen eye for detail – we’d love to hear from you! THE ROLE As a Reservations Agent, you will handle all incoming enquiries for bedroom bookings via telephone, web, and email. You will also assist guests with existing reservations, ensuring we maximise all revenue opportunities for the hotel. In addition, you will support other departments to ensure every guest enjoys a memorable experience with us. JOB DUTIES AND RESPONSIBILITIES Answering all incoming Reservation enquiries, by telephone or email, in a timely manner and wherever possible to convert them to bookings. Being fully knowledgeable of the operation, functionality and standards required in using the OnQ reservations system. Inputting reservations into the Property Management System, ensuring all details are accurate and complete in line with the agreed departmental standard. Inputting reservations into the Property Management System, ensuring all details are accurate and complete in line with the agreed departmental standard. Maintaining accurate filing systems for all correspondence within the department and ensuring filing is completed daily. Ensuring all system traces are actioned on a daily basis to ensure all 'no-shows' from the previous night are followed up and charged accordingly. Proactively calling all upcoming arrivals in line with the agreed timeframe provided. Encouraging the upselling of products, rooms & amenities. Working alongside Sales, Front Office & Revenue to ensure all enquiries are handled in the most appropriate manner. Creating and distributing reports to relevant HODs and the General Manager in a timely manner when requested. Supporting the Front Office team in duties as and when required. Monitoring and managing the F&B booking system. Responding to guest enquires via our OTA's within a timely manner. Other duties can be assigned within the scope of the role. WHAT WE ARE LOOKING FOR FROM YOU Previous experience in a hotel environment - desirable Familiarity with property management systems such as ONQ and Delphi – desirable A positive, guest-focused attitude with the ability to create a welcoming first impression Strong attention to detail and the ability to manage multiple reservations accurately A team player who collaborates well with colleagues across departments Excellent communication skills in English, both spoken and written Confident using Microsoft Office applications, including Word, Excel, and PowerPoint Proficient in using M.S. office software applications, including M.S. Office, Excel, PowerPoint etc. Availability to work on-site at the hotel five days a week – this is not a remote position Able to be at the hotel - 5 days a week. This isn't a home working role. This role could be ideal for experienced receptionist looking to grow their skills and take the next step in their hospitality career. THE PERKS Enjoy discounted hotel stays and food & beverage at Hilton properties worldwide. Continuously develop your skills and knowledge through our dedicated learning platform. Earn rewards up to £250 by referring talented individuals to join our team. Access savings and cashback from a wide range of retail and leisure outlets. Get 24/7 support with a dedicated helpline for your well-being. Enjoy complimentary meals during your shift at our modern Team Restaurant. Celebrate with your team through recognition programs and exciting incentives. Actively participate in programs aimed at building a more inclusive and sustainable world, in line with our ECG policy. Be part of a fun, supportive team that values collaboration, respect, and a positive atmosphere. Convenient parking available for cars, mopeds, scooters, and bicycles. ABOUT GRADUATE HOTELS Graduate Hotels is a unique collection of handcrafted hotels in the most dynamic university towns around the globe, including Graduate by Hilton Cambridge and The Randolph Hotel in Oxford. We give life to physical spaces through thoughtful design and strong community ties. Graduate Hotels provides students, locals, and visitors alike a place to reflect and celebrate the unique energy of each Graduate community. As a Graduate Hotels Team Member, you are the one shaping guest experiences. You like to wear multiple hats and consider yourself a local expert, storyteller, team player and creative thinker. Visit us at www.GraduateHotels.com. EQUAL OPPORTUNITIES We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity. RIGHT TO WORK In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom.