Team Leader - Reservation

Organization- Andaz Doha

Summary

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 or technical booking issues over the phone or email.
• Collaborate closely with the Revenue Management team to monitor room inventory, update daily rates, and assist in executing strategies during high-demand or overbooked periods.
• Conduct daily briefings with the team to communicate occupancy levels, daily selling strategies, ongoing promotions, and specific VIP arrivals.
• Prepare team schedules, monitor attendance, and conduct regular quality assurance checks by reviewing recorded calls and email correspondence.
  
  

Qualifications

Education: Degree or Diploma in Hospitality Management, Business Administration, or a related field.

Experience: Minimum of 2–3 years of experience in hotel reservations, revenue, or a high-volume luxury call center, with at least 1 year in a supervisory role.

Technical Skills: High proficiency in Property Management Systems (e.g., Opera), Central Reservation Systems (CRS), and call center management/PABX software.

Key Attributes: Exceptional verbal and written communication skills, a strong sales-oriented mindset, and the ability to lead and calm a team in a fast-paced, high-volume environment.