Reservations Lead (Hybrid Role)

POSITION SUMMARY: The Reservations Team Lead is responsible for the day-to-day supervision and operational support of the Reservations team. This role serves as the primary on-the-floor leader, ensuring our Reservations Specialists are supported, performance standards are upheld, escalations are managed effectively, and daily operations run smoothly. The Lead acts as a key bridge between frontline Specialists and Reservations leadership, allowing Managers and Directors to remain focused on revenue strategy, systems, and growth initiatives.

POSITION RESPONSIBILITIES:

Daily Team Supervision

• Provide real-time supervision and support to Reservations Specialists during daily operations.
• Serve as the first point of contact for Specialist questions, system issues, and guest escalations.
• Ensure proper coverage, schedule adherence, and workload distribution across shifts.

Performance Management & Coaching

• Monitor call quality, productivity, and adherence to reservations standards.
• Conduct call reviews, provide coaching feedback, and support Specialist development.
• Partner with Reservations Managers on performance improvement plans and ongoing training needs.

Escalation & Guest Support

• Handle guest escalations requiring supervisory review or approval.
• Ensure consistent application of policies, exception handling, and service recovery standards.
• Partner with Guest Experience and Operations teams to resolve complex issues.

Operational Support

• Assist with daily reservation audits, follow-ups, and quality control.
• Support implementation and adherence to processes across reservation systems (e.g., Opera, Track).
• Identify trends, gaps, or inefficiencies and escalate opportunities for improvement to leadership.

Coverage & Continuity

• Provide leadership coverage during weekends, high-volume periods, and leadership absences.
• Support continuity during team leaves, schedule changes, and peak demand periods.

QUALIFICATIONS:

• A minimum of two year of previous experience in reservations, call center supervision, or hospitality operations.
• Strong understanding of reservation workflows, guest service standards, and sales environments.
• Proven ability to coach, lead, and support frontline team members.
• Excellent communication, decision-making, and organizational skills.
• Comfortable handling guest escalations and real-time operational challenges.
• Proficiency with reservation systems (Opera Preferred) and Microsoft Office tools (Excel, Teams, etc.).