Reservations Shift Leader

About the role

We are looking for a professional Reservations Shift Leader to join our team at Sofitel Al Hamra Beach Resort in Ras Al Khaimah. In this leadership position you will oversee the reservations desk during your shift, ensure smooth operations and deliver exceptional guest service.

Key responsibilities

• Supervise and lead the reservations team during assigned shifts, ensuring compliance with company policies and service standards.
• Monitor reservations system performance, troubleshoot technical issues and minimise disruptions.
• Handle escalated guest inquiries and complaints with professionalism and empathy.
• Manage shift scheduling, staffing levels and workload distribution to meet operational demands.
• Train and mentor reservations agents on systems, procedures and customer‑service excellence.
• Analyse reservations data and performance metrics to identify trends and recommend process improvements.
• Maintain accurate records of reservations transactions and team activities.
• Ensure compliance with data security standards, hospitality regulations and internal protocols.

Required profile

• Minimum three years of experience in reservations management or hospitality customer service.
• Proven supervisory or team‑lead experience in a fast‑paced environment.
• Strong interpersonal, verbal and written communication skills.
• Excellent time‑management, organisational and problem‑solving abilities.
• Customer‑focused mindset with a commitment to service excellence.

Required skills

• Hospitality software platforms
• Reservations management systems
• Microsoft Office Applications