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Reservations Lead

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Villatel

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Location:
United States , Orlando

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

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

Requirements:

  • 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.)

Additional Information:

Job Posted:
January 31, 2026

Employment Type:
Fulltime
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