Job Description

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
• 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

Additional Information

This is a full-time position and requires flexibility to work weekends, evenings, and public holidays according to operational needs.

The role involves standing, walking, lifting, and carrying stock items while maintaining high operational standards.

DIVERSITY & INCLUSION

Hilton is an equal opportunity team member committed to creating an inclusive environment for all Team Members.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.