What are the responsibilities and job description for the Reservations Specialist position at Omiz Staffing Solutions (OSS)?
Position Summary:
- This is a hands-on leadership role supervising a team of 5–6 Reservations Agents while actively working within the booking environment.
- The role begins at Supervisor level with a structured path to Reservations Manager within 6–12 months.
This person must:
- Lead people
- Own operational KPIs
- Be hands-on with bookings
- Improve processes and structure
- Elevate service consistency
Core Responsibilities:
Leadership & Team Management
- Supervise and schedule 5–6 agents
- Conduct QA on calls and written communication
- Coach and develop team members
- Handle hiring and onboarding
- Ensure proper coverage and accountability
- Build SOPs and workflows
Reservations Operations (Hands-On)
- Answer inbound calls (agents direct guests)
- Process bookings, changes, cancellations
- Issue tickets and verify documentation
- Handle payments, refunds, upgrades
- Manage inventory, waitlists, and group bookings
- Support post-voyage requests
Systems & Process Improvement
- Improve reporting and operational structure
- Identify automation opportunities
- Support AI integration (big plus)
- Maintain high data accuracy
- Reduce booking errors
- Standardize processes
Must Haves:
✔ Proven team leadership (not just individual contributor)
✔ KPI ownership (SLA, QA, accuracy, productivity)
✔ Ability to structure a small team
✔ Hands-on willingness (not just managing)
✔ Strong communication professionalism
✔ Luxury hospitality background
✔ Booking systems
✔ CRM systems
✔ Process improvement mindset