Team Leader - Reservation

Job description

Duties and responsibilities related to the Team Leader - Reservation role:

· Supervise the daily operations of both the reservations and communication center team, ensuring all guest inquiries, bookings, and operator calls are handled promptly and professionally.
· Monitor live call volumes and routing, maintaining strict adherence to hotel brand standards for call answering times, abandonment rates, and overall call quality.
· Oversee the accurate and efficient processing of all room reservations (direct, OTA, corporate, and group bookings) within the hotel's Property Management System (PMS).
· Train, coach, and motivate agents to maximize room revenue through effective upselling, cross-selling of hotel facilities (like dining and spa), and converting inquiries into confirmed bookings.
· Handle complex reservations, VIP bookings, and act as the first point of escalation for guest complaints or technical booking issues over the phone or email.
· Collaborate closely with the Revenue Management team to monitor room inventory, update daily rates, and assist in executing strategies during high-demand or overbooked periods.
· Conduct daily briefings with the team to communicate occupancy levels, daily selling strategies, ongoing promotions, and specific VIP arrivals.
· Prepare team schedules, monitor attendance, and conduct regular quality assurance checks by reviewing recorded calls and email correspondence.

Desired profile

Qualifications :

Education: Degree or Diploma in Hospitality Management, Business Administration, or a related field.
Experience: Minimum of 2–3 years of experience in hotel reservations, revenue, or a high-volume luxury call center, with at least 1 year in a supervisory role.
Technical Skills: High proficiency in Property Management Systems (e.g., Opera), Central Reservation Systems (CRS), and call center management/PABX software.
Key Attributes: Exceptional verbal and written communication skills, a strong sales-oriented mindset, and the ability to lead and calm a team in a fast-paced, high-volume environment.