Reservations Shift Leader

Company description

Sofitel Al Hamra Beach Resort

Job description

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.

Responsibilities:

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

Qualifications:

Minimum 3 years of experience in reservations management or hospitality customer service

Proven supervisory or team leadership experience in a fast-paced environment

Advanced proficiency with reservations management systems and hospitality software platforms

Strong interpersonal and communication skills, both verbal and written

Excellent time management and organizational abilities

Demonstrated problem-solving skills and ability to make sound decisions under pressure

Customer-focused mindset with a commitment to service excellence

Ability to multitask and prioritize competing demands effectively

Conflict resolution and negotiation skills

Attention to detail and accuracy in data entry and record-keeping

Proficiency in Microsoft Office applications

Flexibility to work rotating shifts, including evenings and weekends

Knowledge of hospitality industry operations and best practices

Preferred: Experience managing multiple properties or international reservations operations

Preferred: Training and mentoring experience with team development focus

Preferred: Familiarity with revenue management principles