Job Advert Summary
We are seeking an experienced and reliable Reservations Team Leader to support the daily operations of our fast-paced Reservations Department. The ideal candidate is quality-focused, solutions-oriented, and thrives under pressure, maintaining high levels of customer satisfaction while driving departmental performance. This role involves leading by example, supporting the team and leadership in delivering exceptional service, and ensuring that all policies and procedures are upheld. The successful candidate will play a key role in enhancing departmental efficiency, professionalism, and communication with guests, agents, and properties
Minimum Requirements
Minimum of 3 years' experience in Reservations, ideally within a luxury hotel environment
Proficiency in Opera PMS is essential
Excellent communication and customer service skills
Strong leadership, organisational, and administrative abilities
Impeccable attention to detail and time management
Adaptability and comfort in a high-pressure, multitasking environment
Positive, professional attitude with a commitment to quality
Experience working collaboratively with Sales and Revenue teams
Sound knowledge of hotel systems, procedures, and industry best practices
Duties and Responsibilities
Team Leadership & Support
Set a high standard and lead by example in all aspects of guest service and professionalism
Support, mentor, and allocate tasks to team members, ensuring optimal team performance
Provide technical support and training to the reservations team on systems, procedures, and product knowledge
Foster a positive and collaborative work environment
Oversee the induction, training, and development of new team members
Monitor team performance and implement appropriate performance management and motivation strategies
Reservations Management
Ensure accurate and timely input of all reservations in line with company standards
Monitor, review, and quality-check all bookings and reservations data, including 7-day pre-arrival checks
Collaborate with properties and internal teams to ensure clarity on blackout dates, special offers, minimum stays, and closed-out periods
Manage reservations-related communication with travel partners, agents, and internal teams
Resolve overbookings, special requests, and VIP bookings effectively and professionally
Maintain turnaround time expectations for responses and confirmations
Manage and review cancellations and amendments in line with company policy
Ensure all promotions and packages are correctly booked and communicated to guests and stakeholders
Assist with group bookings and PM (Pay Master) account reservations as needed
Allocate and manage incoming emails and urgent requests efficiently
Reporting & Administration
Prepare and maintain all necessary departmental documentation, reports, databases, and spreadsheets
Generate daily, weekly, and monthly reservation reports as required
Maintain a well-organized filing system for reservation records and correspondence
Oversee the flatlining of room availability and yield management for optimal revenue
Participate in weekly arrival meetings with properties and ensure readiness for all arrivals
Customer Experience & Problem Solving
Deliver outstanding customer service and resolve queries and concerns with professionalism
Act as a key escalation point for reservation-related issues
Monitor and address any challenges that impact productivity or service delivery
Liaise effectively with all departments to ensure smooth operations and guest satisfaction