Reservations Lead (Hybrid Role)
$41,600–$49,920 year
HybridOrlando, Florida, United States
Job Summary
Provide real-time supervision and support to Reservations Specialists, serving as the first point of contact for system issues and guest escalations. Ensure proper coverage, schedule adherence, and workload distribution while monitoring call quality, productivity, and adherence to standards. Conduct call reviews, provide coaching feedback, and partner with Managers on performance improvement plans and training needs. Handle complex guest escalations requiring supervisory review, apply service recovery standards, and assist with daily reservation audits and quality control. Identify trends, gaps, or inefficiencies and escalate opportunities for improvement to leadership.
Required Qualifications
- A minimum of two year of previous experience in reservations, call center supervision, or hospitality operations
- Strong understanding of reservation workflows, guest service standards, and sales environments
- Proven ability to coach, lead, and support frontline team members
- Excellent communication, decision-making, and organizational skills
- Comfortable handling guest escalations and real-time operational challenges
Desired Qualifications
- Proficiency with reservation systems (Opera Preferred) and Microsoft Office tools (Excel, Teams, etc.)
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