Requirements
Minimum 3 years of experience in reservations management or hospitality customer service, with proven supervisory or team leadership experience. Advanced proficiency with reservations management systems and hospitality software platforms, Microsoft Office applications. Strong interpersonal, communication, time management, organizational, problem-solving, and customer-focused skills are essential. Flexibility to work rotating shifts, including evenings and weekends.
Description
Company DescriptionSofitel Al Hamra Beach ResortJob DescriptionWe are seeking a professional and motivated Reservations Shift Leader to join our hospitality team in Ras Al-Khaimah, United Arab Emirates. In this leadership role, you will oversee daily reservations operations during your assigned shift, manage a team of reservations agents, and ensure exceptional customer service while maintaining operational efficiency. You will be responsible for driving team performance, resolving complex customer issues, and implementing best practices to optimize our reservations processes.Supervise and lead the reservations team during assigned shifts, ensuring all agents adhere to company policies and service standardsMonitor reservations system performance and troubleshoot technical issues to minimize disruptionsHandle escalated customer inquiries and complaints with professionalism and empathy, providing effective resolutionsManage shift scheduling, staffing levels, and workload distribution to meet operational demandsTrain and mentor reservations agents on systems, procedures, and customer service excellenceAnalyze reservations data and performance metrics to identify trends and recommend process improvementsMaintain accurate records and documentation of reservations transactions and team activitiesEnsure compliance with company protocols, data security standards, and hospitality regulationsCommunicate effectively with other departments to coordinate guest services and special requestsConduct performance reviews and provide constructive feedback to team membersSupport the onboarding process for new reservations staffQualificationsMinimum 3 years of experience in reservations management or hospitality customer serviceProven supervisory or team leadership experience in a fast-paced environmentAdvanced proficiency with reservations management systems and hospitality software platformsStrong interpersonal and communication skills, both verbal and writtenExcellent time management and organizational abilitiesDemonstrated problem-solving skills and ability to make sound decisions under pressureCustomer-focused mindset with a commitment to service excellenceAbility to multitask and prioritize competing demands effectivelyConflict resolution and negotiation skillsAttention to detail and accuracy in data entry and record-keepingProficiency in Microsoft Office applicationsFlexibility to work rotating shifts, including evenings and weekendsKnowledge of hospitality industry operations and best practicesPreferred: Experience managing multiple properties or international reservations operationsPreferred: Training and mentoring experience with team development focusPreferred: Familiarity with revenue management principles