Reservations Shift Leader
On-siteRas Al Khaimah City, Raʼs al Khaymah, United Arab Emirates
Job Summary
Oversee daily reservations operations during assigned shifts, supervising a team of agents to ensure adherence to policies and service standards. Monitor system performance to troubleshoot technical issues, handle escalated customer inquiries with empathy, and manage shift scheduling and workload distribution. Train and mentor staff on systems and procedures, analyze performance metrics to recommend improvements, and maintain accurate transaction records. Coordinate guest services with other departments, conduct performance reviews, and support new staff onboarding while ensuring compliance with hospitality regulations. Requires rotating shift flexibility including evenings and weekends.
Required 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
Desired Qualifications
- Preferred: Experience managing multiple properties or international reservations operations
- Preferred: Training and mentoring experience with team development focus
- Preferred: Familiarity with revenue management principles
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