Job Summary:

The Team Leader - Reservations is responsible for overseeing the reservations department, ensuring exceptional service delivery and operational efficiency. This role requires strong leadership skills, attention to detail, and a comprehensive understanding of hotel reservation systems and processes.

Responsibilities:

• Supervise Reservations Team:
  • Lead, mentor, and motivate reservations staff to achieve high performance and customer satisfaction.
  • Conduct regular team meetings to communicate goals, updates, and provide training on best practices.
  • Develop and implement performance metrics to track team effectiveness.
• Manage Reservations Process:
  • Oversee all reservation activities, ensuring accuracy and compliance with hotel policies and procedures.
  • Handle complex reservation inquiries and special requests, providing tailored solutions to enhance guest experiences.
  • Implement streamlined processes to improve efficiency and reduce errors.
• Customer Service Excellence:
  • Ensure a high level of customer service is maintained at all times, addressing guest concerns and feedback promptly and professionally.
  • Train team members in effective customer service techniques to enhance guest satisfaction and loyalty.
  • Monitor guest interactions to ensure service standards are met or exceeded.
• Training and Development:
  • Provide ongoing training and development opportunities for team members to enhance their skills and knowledge.
  • Conduct performance evaluations and provide constructive feedback to staff.
  • Organize team-building activities to foster a positive work environment.
• System Management:
  • Utilize hotel management software to manage bookings, cancellations, and inventory effectively.
  • Ensure data integrity and accuracy in the reservations system, troubleshooting any discrepancies.
  • Stay updated on new software features and enhancements to maximize team productivity.
• Collaboration:
  • Work closely with other departments, such as Front Office, Sales, and Marketing, to optimize occupancy rates and revenue generation.
  • Participate in weekly revenue meetings and strategy sessions to align departmental goals with overall hotel objectives.
  • Assist in developing promotional campaigns to attract more bookings.
• Reporting:
  • Generate and analyze reports on reservations, occupancy trends, and revenue forecasts, providing insights and recommendations for performance enhancement.
  • Prepare and present performance reports to senior management.
  • Identify opportunities for process improvements based on report findings.
• Compliance and Standards:
  • Ensure adherence to hotel policies and procedures, maintaining high standards of professionalism and presentation within the team.
  • Conduct regular audits of reservation processes to ensure compliance and identify areas for improvement.
  • Stay updated on industry best practices and incorporate them into departmental procedures.

Requirements:

• Proven leadership and team management skills in a hotel or hospitality setting.
• Strong analytical skills with experience in data analysis and reporting.
• Excellent communication and interpersonal skills for effective collaboration with staff and guests.
• Proficiency in hotel management software and reservation systems.
• Ability to handle stressful situations and resolve conflicts effectively.

Level of Education:

• Degree or diploma in Hospitality Management, Business Administration, or a related field is preferred.

Work Hours:

• Full-time position with flexibility to work evenings, weekends, and holidays as required.

Experience in Months:

• Minimum 24 months of experience in a reservations role, with at least 12 months in a supervisory capacity in a hotel or similar environment.