Reservations Manager - East London

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2026, AS VOTED BY OUR TEAM MEMBERS!

As Reservations Manager you will manage the day to day running of the Reservations department, maximizing revenue opportunities for 2 hotels - Hilton London Canary Wharf and Hilton London Tower Bridge - 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.

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 ()
• 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
  

Positions summary

• 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.

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 is an extraordinary person working to make each Stay magical. That is why at Hilton, Every Job Makes the Stay.
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