Team Leader – Reservations

About the role

As the Team Leader for Reservations at One&Only One Za'abeel, you will oversee the reservation desk operations, ensuring seamless guest experiences from inquiry to arrival. You will support agents, handle complex queries, and maintain the high service standards expected by Forbes.

Key responsibilities

• Provide comprehensive customer care for internal and external guest reservation queries.
• Assist agents with high call volumes, ensuring polite and accurate responses.
• Handle complaint calls and sensitive email inquiries regarding availability, rates, and services.
• Conduct thorough arrival checks to prevent guest inconvenience and revenue loss.
• Prioritise and delegate daily tasks to meet a 24‑hour response turnaround.
• Coach agents on correct input standards in Opera and correct misinformation.
• Listen to calls for calibration training in line with Forbes standards.
• Lead daily briefings and provide performance feedback to management.
• Monitor call flow to reduce abandoned calls and process VIP bookings.
• Collaborate with other departments for investigations and special requests.

Required profile

• Minimum 12 months experience in hotel reservations or a related hospitality function.
• Proven ability to lead a small team and manage high‑volume guest interactions.
• Strong attention to detail and ability to follow standard operating procedures.

Required skills

• Microsoft Word
• Excel
• Computer operation
• Avaya telephone system
• Property Management System (PMS) – Opera