Reservations - Team Lead

Job description

The Reservations Team Lead is responsible for supporting daily departmental operations while acting as the first point of leadership in the absence of the Supervisor or Manager. This role ensures operational efficiency, call quality standards, revenue performance, and exceptional guest service delivery. The Team Lead maintains full reservations duties while providing real-time coaching, problem resolution, and oversight to ensure departmental targets and service standards are consistently met. PRIMARY RESPONSIBILITIES: - Act as shift leader in the absence of the Reservations Supervisor or Manager, ensuring smooth daily operations and service consistency. - Proactively resolve guest issues, complaints, and special requests prior to arrival, ensuring a seamless stay experience before check-in. - Answer inbound reservations calls while driving revenue through consultative selling, upselling, and accurate promotion of hotel packages and amenities. Monitor call flow, queue performance, and service levels during shift to maintain departmental efficiency. - Provide real-time support and decision-making for escalations, billing inquiries, rate clarifications, and system troubleshooting. -...