Guest Reservations Team Lead

2 weeks ago

Lipa, Philippines iCXeed Full time

We’re redefining the short-stay experience, offering curated luxury accommodations that feel like home—only better. As a Guest Reservations Team Lead , you’ll take the lead in ensuring our guest reservations operations consistently deliver world-class service to guests across our growing portfolio of premium properties.

This role is critical in ensuring that our guests consistently receive exceptional service. The ideal candidate will have a strong background in hospitality and customer support, combined with leadership experience. If you are passionate about delivering excellent guest reservations experiences and fostering a high-performing team, this is the role for you

Key Responsibilities:
  • Lead, coach, and mentor a team of Guest Reservations Experts, ensuring high performance and alignment with service standards.
  • Oversee day-to-day team operations, monitor KPIs (such as response times, resolution rates, and guest satisfaction), and implement strategies for continuous improvement.
  • Act as the go-to support for complex or escalated guest issues, including reservations, payments, and service-related concerns.
  • Work cross-functionally with other departments to ensure smooth operational handovers and alignment with broader company goals.
  • Provide clear and constructive feedback through regular check-ins, performance reviews, and development plans for team members.
  • Ensure the team maintains accurate and timely communication with guests across channels including email and web chat.
  • Promote a culture of accountability, initiative, and guest-first thinking within the team.
What We Look For:
  • Proven experience in a customer support or hospitality role, with at least 2 years in a leadership position.
  • Strong understanding of hotel booking systems, travel platforms, and customer support tools.
  • Exceptional communication and interpersonal skills, with the ability to lead and motivate a team.
  • Analytical mindset with the ability to monitor and interpret team performance metrics.
  • Ability to manage multiple tasks in a fast-paced environment while maintaining a guest-focused approach.
  • Willing to work on rotational shifts, following AEST and UK time zones.
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