Overview of duties
As a Team Leader in the Reservation Department of our esteemed hotel, you will play a pivotal role in ensuring the seamless operation of our reservation services. Your primary responsibilities will include overseeing a team of reservation agents, optimizing reservation processes, and ensuring exceptional guest satisfaction. You will be responsible for maintaining high standards of accuracy, efficiency, and customer service within the reservation team.
Main responsibilities
- Professional techniques / Production
- Lead and supervise a team of reservation agents, providing guidance, support, and coaching.
- Conduct regular team meetings to communicate goals, updates, and share best practices.
- Foster a positive and collaborative team environment to enhance productivity and motivation.
- Oversee the day-to-day operations of the reservation department.
- Monitor and manage reservation systems to ensure accurate and up-to-date information.
- Implement strategies to optimize reservation processes, minimize errors, and improve efficiency.
- Ensure the highest level of customer service is provided to guests during reservation interactions.
- Handle escalated customer issues and provide solutions to ensure guest satisfaction.
- Train and guide the team to deliver exceptional service and resolve customer queries effectively.
- Generate regular reports on reservation statistics, occupancy rates, and other relevant metrics.
- Analyze data to identify trends and opportunities for improvement in reservation performance.
- Collaborate with other departments to align reservation strategies with overall hotel goals.
- Conduct training sessions for new reservation agents and ongoing training for existing team members.
- Keep the team informed about changes in policies, procedures, and hotel offerings.
- Collaborate with other departments such as Sales, Front Office, and Revenue Management to ensure a cohesive approach to reservation strategies.
- Work closely with the Sales team to maximize revenue through effective pricing and inventory management.
- Be fully conversant with OPERA, PMS System and maintain good communication skills for handling reservations inquiries.
- Ensure all reservations and operate systems in accordance with company standards.
- Ensure knowledge of overbooking policy and to accept through benefits of results achieved.
- Maintain accurate ongoing records of controls applied to all systems.
- Team management and cross-departmental responsibilities
- Attends departmental communication meetings and training.
- To be ready and responsible when assigned to perform any other duties as designated by higher management
- Commercial / Sales
- Makes every effort to meet customer needs to conclude a sale
- Management and administration
- To discharge duties in an effective and efficient manner
Reporting line
Reports to Assistant Reservation Manager / Reservation Manager
Profile Education / Professional experience
- At least SPM or equivalent certificate.
- Minimum 1 year experience in related field.
- Computer literate (Window environment)
- Fluent in English and the national language.
Skills / Qualities
Wyndham: a new service attitude centred on proximity, sociability and sharing experience.
Ensure all staff embody the same mindset by developing each individual's sense of curiosity,
open-mindedness, interpersonal skills and sense of initiative. • Leadership / good at working in a network
- Organised / methodical / solutions-oriented
- Good teaching skills
Job Type: Full-time
Pay: RM2,600.00 - RM3,500.00 per month
Work Location: In person
