About the Role
**Description:**
**Duties and responsibilities related to the Team Leader - Reservation role:**
+ Supervise the daily operations of both the reservations and communication center team, ensuring all guest inquiries, bookings, and operator calls are handled promptly and professionally.
+ Monitor live call volumes and routing, maintaining strict adherence to hotel brand standards for call answering times, abandonment rates, and overall call quality.
+ Oversee the accurate and efficient processing of all room reservations (direct, OTA, corporate, and group bookings) within the hotel's Property Management System (PMS).
+ Train, coach, and motivate agents to maximize room revenue through effective upselling, cross-selling of hotel facilities (like dining and spa), and converting inquiries into confirmed bookings.
+ Handle complex reservations, VIP bookings, and act as the first point of escalation for guest complaints ...
**Duties and responsibilities related to the Team Leader - Reservation role:**
+ Supervise the daily operations of both the reservations and communication center team, ensuring all guest inquiries, bookings, and operator calls are handled promptly and professionally.
+ Monitor live call volumes and routing, maintaining strict adherence to hotel brand standards for call answering times, abandonment rates, and overall call quality.
+ Oversee the accurate and efficient processing of all room reservations (direct, OTA, corporate, and group bookings) within the hotel's Property Management System (PMS).
+ Train, coach, and motivate agents to maximize room revenue through effective upselling, cross-selling of hotel facilities (like dining and spa), and converting inquiries into confirmed bookings.
+ Handle complex reservations, VIP bookings, and act as the first point of escalation for guest complaints ...
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