January 21, 2026
As the Reservations Team Lead, you will be responsible for overseeing and guiding our reservation’s team. You will play a crucial role in maintaining high standards of service delivery, and driving continuous improvement in the reservation processes, ensuring they provide excellent service while efficiently managing bookings and customer inquiries.
Your role will involve optimizing processes, maintaining high service standards, and fostering a positive team environment. This role requires the availability to work occasional evenings, weekends, or holidays as needed.
Duties and Responsibilities
- Coordinate a team of reservation representatives, including input on hiring, training, and performance management.
- Communicate the organization’s team goals and provide ongoing coaching and feedback to team members.
- Monitor team performance metrics and ensure targets are met and exceeded.
- Address high-touch reservation questions, concerns, and work directly with the Reservation team to address requestor issues promptly.
- Identify potential escalations and collaborate with appropriate leaders for resolution. Continue to manage until resolved.
- Assign tickets to team members, support and guide them, monitor performance, and provide feedback.
- Monitor dashboard to ensure timely follow-up with suppliers on acknowledging awards and assign them to the team when necessary.
- Collaborate with other departments to ensure seamless customer interactions.
- Understand and process client requests according to established policies and procedures. Interacts with clients and guests to provide information in response to questions and concerns, by phone, email, and Internet.
- Review and approve all unlocking edits to reservations to include proper approvals and correct revisions.
- Assess Jira ticket requests and work with Support Team Lead on submission and follow up with client/guests.
- Coordinate team scheduling and review with the department manager. Work to manage and approve requested over time.
- Provide timely feedback to company management regarding challenges or client concerns.
- Document patterns and queries indicating larger issues with specific suppliers as it pertains to reservations. Coordinate with Supply team members to conduct Supplier review.
- Remain involved in the resolution process until complete client satisfaction.
- Identify problems and recommend changes to improve system performance.
- Scheduled on-call responsibilities.
- Conduct regular team meetings and training sessions to keep the team updated on new products/services and industry trends.
- Maintain a positive attitude, even in challenging situations.
Qualifications
- Proven experience (3+ years) in a customer service role.
- Excellent communication and interpersonal skills, with a strong customer-focused mindset.
- Ability to lead and motivate a diverse team to achieve common goals.
- Strong problem-solving skills and ability to handle difficult situations calmly and professionally.
- Experience with CRM software and other customer service technologies.
Interested Candidates should forward a resume to: jobs@reloquest.com with Reservation Team Lead in the subject line