Cluster Reservation Agent

About the role

Hilton Istanbul Bosphorus is seeking a Cluster Reservation Agent to manage incoming reservation requests and support the reservation sales team. The role ensures accurate booking entry, maximises revenue through upselling, and maintains the high service standards expected of the Hilton brand.

Key responsibilities

• Handle all reservation enquiries via telephone, email and online channels, entering them accurately into the system.
• Convert inquiries into confirmed bookings, manage amendments, cancellations and special requests.
• Upsell rooms and packages to maximise revenue while adhering to brand standards.
• Monitor occupancy, revenue forecasts and availability, and support group bookings.
• Collaborate closely with Front Office, Sales and Revenue Management teams.
• Prepare and circulate weekly reservation, group enquiry and cancellation reports for senior management.
• Provide courteous, professional service to guests and clients in English and Turkish.

Required profile

• Previous experience in front‑office, reservations or hospitality operations.
• Strong communication and customer‑service abilities.
• Ability to work in a fast‑paced environment with high attention to detail.
• Effective prioritisation and independent work capability.
• Team‑oriented mindset and commitment to Hilton’s values of hospitality, integrity, leadership and teamwork.
• Fluent in English and Turkish.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook