About the Role
Rixos Phu Quoc is seeking a motivated Reservation Team Leader to oversee the daily operations of the Reservations Department. In this role, you will ensure efficient reservation handling, maintain high service standards, and lead the reservations team to maximize revenue opportunities while delivering exceptional guest experiences.
Key Responsibilities
Reservations Operations
Supervise the daily operations of the Reservations team and ensure service standards are consistently maintained.
Review and monitor reservation requests to ensure timely responses and accurate processing.
Ensure reservation details such as guest information, rates, and payment methods are accurate and compliant with hotel policies.
Conduct daily spot checks on reservations and review all VIP arrivals.
Team Leadership & Development
Lead, coach, and motivate Reservation Agents to improve productivity and service quality.
Organize on-the-job training and weekly team training sessions.
Foster a positive and collaborative work environment.
Maintain discipline and ensure team performance aligns with company standards.
Revenue & Sales Support
Support revenue strategies by applying effective selling techniques during reservation interactions.
Ensure the reservations team adopts a proactive sales mindset.
Keep the team informed of rate changes, promotions, strategies, and customer trends.
Administration & Coordination
Assist management with reports, duty rosters, and departmental documentation.
Communicate updates and operational changes across departments.
Ensure confidentiality of guest and employee information.
Compliance & Quality
Ensure compliance with company policies, procedures, and ISO Integrated Management Systems (Quality, Environment, Health & Safety, Food Safety, and Customer Complaint Handling).
Contribute to continuous improvement initiatives, sustainability efforts, and guest satisfaction programs.