
Reservation Team Leader
4 days ago
Reservations Team Leader
- Leads the Call Center & Reservations team and reports to the Guest Services Manager, acting as Officer-in-Charge (OIC) in the Supervisor's absence
- Supervises, trains, schedules, and coaches reservation agents to ensure service quality, accuracy, and productivity
- Manages OTA listings (e.g., , Agoda, Expedia, Airbnb, Trip), including pricing, inventory, photos, and content updates
- Monitors online rates and availability across all channels and coordinates rate changes with the Guest Services Manager
- Responds to online reviews, OTA guest messages, emails, and social media inquiries in a professional and timely manner
- Oversees handling of phone, chat, and email reservations; ensures accurate encoding of bookings and special requests into the PMS
- Handles VIP, group, and complex room requests; coordinates overbooking control and room allocations with Front Office Supervisor
- Implements upselling and pre-arrival offers and coordinates to related department
- Maintains updated rate codes, scripts, and promotional materials; ensures system tools and OTA extranets are operating correctly
- Generates call center and reservations reports (e.g., inquiries, conversion, occupancy forecasts) and endorses to management
Job Type: Full-time
Benefits:
- Health insurance
- On-site parking
- Pay raise
- Promotion to permanent employee
- Transportation service provided
Work Location: In person
Expected Start Date: 09/01/2025
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