CRS Team Leader Hospitality

Job Title:

Job Purpose:

To oversee the CRS team and ensure smooth handling of all reservation-related activities across hotel properties. The CRS Team Leader will be responsible for maintaining high reservation accuracy, managing team performance, ensuring timely response to all booking inquiries, and coordinating with internal departments for seamless guest experience.

Key Responsibilities:

• Lead and supervise the CRS team in handling reservation calls, emails, and OTA bookings.
• Ensure all bookings are entered correctly in the PMS with accurate guest details, rate codes, billing instructions, and payment status.
• Maintain up-to-date knowledge of room inventory, promotions, offers, and rate plans.
• Monitor and manage the daily reservation flow for all properties to ensure maximum occupancy and revenue.
• Ensure all reservations are confirmed and acknowledgment emails/messages are sent to guests or booking agents.
• Liaise with the Sales, Front Office, Revenue, and OTA support teams for special requests, group bookings, and rate parity.
• Monitor CRS team's performance, assign tasks, conduct training, and ensure adherence to SOPs.
• Audit booking entries periodically to ensure data integrity and resolve any discrepancies.
• Respond to guest complaints or booking issues escalated by CRS agents.
• Ensure timely and accurate submission of daily reservation reports and forecast data.
• Coordinate with the IT/Tech team for any system-related issues or upgrades related to CRS or booking engines.

Required Skills & Qualifications:

• Graduate in Hotel Management or a related field.
• Minimum 35 years of experience in reservations, preferably in a supervisory or team leader role.
• Strong knowledge of hotel PMS, CRS, Channel Managers, and OTA extranets.
• Excellent communication, leadership, and problem-solving skills.
• High attention to detail and accuracy in data entry.
• Ability to multitask and work under pressure.
• Proficient in MS Office (especially Excel) and email etiquette.

Preferred Experience:

• Experience working in multi-property environments.
• Familiarity with tools like Rate Gain, TravelClick, or similar systems.

Availability: Immediate joiners from the hospitality industry preferred.