Reservations Lead (Hybrid Role)

POSITION SUMMARY: The Reservations Team Lead is responsible for the day-to-day supervision and operational support of the Reservations team. This role serves as the primary on-the-floor leader, ensuring our Reservations Specialists are supported, performance standards are upheld, escalations are managed effectively, and daily operations run smoothly. The Lead acts as a key bridge between frontline Specialists and Reservations leadership, allowing Managers and Directors to remain focused on revenue strategy, systems, and growth initiatives.

 

POSITION RESPONSIBILITIES:

 

Daily Team Supervision

• Provide real-time supervision and support to Reservations Specialists during daily operations.
• Serve as the first point of contact for Specialist questions, system issues, and guest escalations.
• Ensure proper coverage, schedule adherence, and workload distribution across shifts.

Performance Management & Coaching

• Monitor call quality, productivity, and adherence to reservations standards.
• Conduct call reviews, provide coaching feedback, and support Specialist development.
• Partner with Reservations Managers on performance improvement plans and ongoing training needs.

Escalation & Guest Support

• Handle guest escalations requiring supervisory review or approval.
• Ensure consistent application of policies, exception handling, and service recovery standards.
• Partner with Guest Experience and Operations teams to resolve complex issues.

Operational Support

• Assist with daily reservation audits, follow-ups, and quality control.
• Support implementation and adherence to processes across reservation systems (e.g., Opera, Track).
• Identify trends, gaps, or inefficiencies and escalate opportunities for improvement to leadership.

Coverage & Continuity

• Provide leadership coverage during weekends, high-volume periods, and leadership absences.
• Support continuity during team leaves, schedule changes, and peak demand periods.

 

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.
• Proficiency with reservation systems (Opera Preferred) and Microsoft Office tools (Excel, Teams, etc.).
  
  Villatel is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any legally protected status.