TEAM LEADER – RESERVATIONS

You will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting associate, guest and owner expectations.

The Team Leader - Reservations is responsible to assist the Reservation Manager in managing the Reservations Department and work closely with Marketing and Sales and other relevant Rooms Departments to maximize Room Yield through Inventory Control while delivering exceptional customer service in line with the Hyatt’s Brand Standards.

Position Summary:

The Team Leader – Reservations is responsible for overseeing the daily operations of the reservations team to ensure efficient handling of all room bookings and inquiries. The role ensures that the team delivers excellent guest service, maximizes room occupancy and revenue, and maintains accurate reservation records. This position supports the Reservations Manager in supervising team performance, training, and maintaining high service standards.

Key Responsibilities:

• Supervise and support the daily operations of the reservations team.

• Ensure all incoming calls, emails, and booking requests are handled promptly, accurately, and professionally.

• Monitor room inventory, rate availability, and reservation systems to maximize occupancy and revenue.

• Assist in training, coaching, and developing the reservations team to deliver exceptional guest service.

• Maintain up-to-date knowledge of room types, packages, promotions, and hotel facilities.

• Coordinate with the Revenue, Sales, and Front Office teams to ensure seamless communication and accurate bookings.

• Review and audit reservations for accuracy and special requests.

• Handle VIP, group, and corporate bookings with attention to detail and service excellence.

• Generate daily, weekly, and monthly reservation reports as required.

• Assist in resolving guest complaints or issues related to reservations in a timely manner.

• Ensure compliance with hotel policies, data protection, and brand standards.

Qualifications & Skills:

• Diploma or degree in Hospitality Management or a related field.

• Minimum 2–3 years of experience in hotel reservations, with at least 1 year in a supervisory or team leader role.

• Strong leadership, communication, and organizational skills.

• Experience working with Opera or other property management/reservation systems is required.

• 
  Ability to multitask, prioritize, and perform under pressure.

• Excellent customer service and problem-solving abilities.

• Proficient in Microsoft Office applications (Excel, Word, Outlook).

• Fluency in English; additional languages are an advantage.

Preferred Traits:

• A proactive and hands-on leader with a guest-first mindset

• A team player with the ability to lead and motivate others

• Strong sense of accountability and ownership

• Minimum of 2 to 3 years of experience in Reservations
• Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents.
• Previous experience in people management/development and delivery of training information
• Understanding the basic principles of selling, processing reservation requests, and telephone customer service
• Must have knowledge of Microsoft Windows applications such as Word, Excel, and Powerpoint.