We are seeking a professional and motivated Reservations Shift Leader to join our hospitality team in Ras Al-Khaimah, United Arab Emirates. In this leadership role, you will oversee daily reservations operations during your assigned shift, manage a team of reservations agents, and ensure exceptional customer service while maintaining operational efficiency. You will be responsible for driving team performance, resolving complex customer issues, and implementing best practices to optimize our reservations processes.
- Supervise and lead the reservations team during assigned shifts, ensuring all agents adhere to company policies and service standards
- Monitor reservations system performance and troubleshoot technical issues to minimize disruptions
- Handle escalated customer inquiries and complaints with professionalism and empathy, providing effective resolutions
- Manage shift scheduling, staffing levels, and workload distribution to meet operational demands
- Train and mentor reservations agents on systems, procedures, and customer service excellence
- Analyze reservations data and performance metrics to identify trends and recommend process improvements
- Maintain accurate records and documentation of reservations transactions and team activities
- Ensure compliance with company protocols, data security standards, and hospitality regulations
- Communicate effectively with other departments to coordinate guest services and special requests
- Conduct performance reviews and provide constructive feedback to team members
- Support the onboarding process for new reservations staff