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:

  • 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.).