Hotel Reservations Team Leader
Core
Lead the day-to-day operations of the Reservations team, ensuring exceptional service delivery to internal and external customers while driving team performance and occupancy/revenue objectives.
Role type
Senior IC hotel reservations team leader
Builds
Reservation operations and guest experiences for Crown's hotel portfolio
Domain
Hospitality / Hotel Operations
Deliverable
product features
Required skills
Team leadership and coaching, Performance management, Stakeholder management, Operational efficiency, Customer service excellence, Data analysis and reporting, Microsoft Office, Opera PMS
Preferred skills
Hospitality or tourism qualifications, Experience with reservations platforms
Responsibilities
Lead, coach and develop a team of Reservations Agents; Monitor hotel inventory and room availability; Support workforce planning and shift coverage; Drive adherence to service standards and procedures; Handle guest escalations; Monitor booking quality and upselling performance metrics; Maintain relationships with hotel operations and VIP Gaming stakeholders.