Manager

Role Overview:

The Team Leader will be responsible for supervising a team of reservation executives handling hotel bookings and customer inquiries. The role requires strong operational management, team coaching, and customer service expertise to ensure smooth functioning of the reservation process and achievement of performance goals.

Key Responsibilities:

• Lead and manage a team of reservation agents to deliver exceptional customer service across multiple channels.
• Monitor team performance, ensuring adherence to quality, accuracy, and productivity standards.
• Handle escalated guest queries and ensure timely resolution.
• Conduct regular coaching and feedback sessions to drive performance and enhance service delivery.
• Coordinate with other departments to ensure smooth booking processes and guest experience.
• Prepare daily, weekly, and monthly performance reports.
• Ensure compliance with company policies and standard operating procedures.

Requirements:

• Minimum 5 years of experience in Contact Centre operations with atleast 2 years of experience in hospitality background.
• Prior team handling experience preferred.
• Knowledge of OPERA or any similar hotel management/reservation system is an added advantage.
• Background in hotel cluster reservations will be preferred.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational and time management abilities.
• Flexibility to work in rotational shifts.

Preferred Skills:

• Customer-first approach with a focus on quality and service excellence.
• Ability to motivate and manage a high-performing team.
• Analytical mindset with a proactive approach to issue resolution.