Reservations Lead (Hybrid Role) at Villatel

Orlando, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Oct, 26

Salary

24.0

Posted On

21 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Supervision, Performance Management, Coaching, Guest Escalation Handling, Reservation Workflows, Opera PMS, Microsoft Excel, Microsoft Teams, Quality Control, Operational Support, Decision-making, Organizational Skills

Industry

Hospitality

Description

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.).

Responsibilities

The Reservations Lead supervises daily operations and provides real-time support to Reservations Specialists to ensure performance standards are met. They act as a bridge between frontline staff and leadership, managing guest escalations and operational audits.