Reservations Shift Leader

About the role

We are seeking a professional and motivated Reservations Shift Leader to join our hospitality team in Ras Al‑Khaimah, United Arab Emirates. In this leadership position you will oversee the reservations desk during your shift, ensure high‑quality service and drive operational efficiency.

Key responsibilities

• Supervise and lead the reservations team during assigned shifts, ensuring adherence to company policies and service standards.
• Monitor reservations system performance, troubleshoot technical issues and minimise disruptions.
• Handle escalated customer inquiries and complaints with professionalism and empathy.
• Manage shift scheduling, staffing levels and workload distribution to meet operational demands.
• Train, mentor and conduct performance reviews for reservations agents.
• Analyse reservations data and performance metrics to identify trends and recommend improvements.
• Maintain accurate records of reservations transactions and ensure compliance with data security and hospitality regulations.
• Coordinate with other departments to fulfil guest services and special requests.

Required profile

• Minimum 3 years of experience in reservations management or hospitality customer service.
• Proven supervisory or team‑lead experience in a fast‑paced environment.
• Strong interpersonal, communication and problem‑solving abilities.
• Customer‑focused mindset with a commitment to service excellence.
• Ability to multitask, prioritize competing demands and work rotating shifts, including evenings and weekends.

Required skills

• Advanced proficiency with reservations management systems.
• Experience using hospitality software platforms.
• Proficiency in Microsoft Office applications.