Job Description

Sofitel Al Hamra Beach Resort

We are seeking a professional and motivated Reservations Shift Leader to join our hospitality team in Ras Al-Khaimah, United Arab Emirates. In this leadership role, you will oversee daily reservations operations during your assigned shift, manage a team of reservations agents, and ensure exceptional customer service while maintaining operational efficiency. You will be responsible for driving team performance, resolving complex customer issues, and implementing best practices to optimize our reservations processes.

• Supervise and lead the reservations team during assigned shifts, ensuring all agents adhere to company policies and service standards
• Monitor reservations system performance and troubleshoot technical issues to minimize disruptions
• Handle escalated customer inquiries and complaints with professionalism and empathy, providing effective resolutions
• Manage shift scheduling, staffing levels, and workload distribution to meet operational demands
• Train and mentor reservations agents on systems, procedures, and customer service excellence
• Analyze reservations data and performance metrics to identify trends and recommend process improvements
• Maintain accurate records and documentation of reservations transactions and team activities
• Ensure compliance with company protocols, data security standards, and hospitality regulations
• Communicate effectively with other departments to coordinate guest services and special requests
• Conduct performance reviews and provide constructive feedback to team members
• Support the onboarding process for new reservations staff

Qualifications

• Minimum 3 years of experience in reservations management or hospitality customer service
• Proven supervisory or team leadership experience in a fast-paced environment
• Advanced proficiency with reservations management systems and hospitality software platforms
• Strong interpersonal and communication skills, both verbal and written
• Excellent time management and organizational abilities
• Demonstrated problem-solving skills and ability to make sound decisions under pressure
• Customer-focused mindset with a commitment to service excellence
• Ability to multitask and prioritize competing demands effectively
• Conflict resolution and negotiation skills
• Attention to detail and accuracy in data entry and record-keeping
• Proficiency in Microsoft Office applications
• Flexibility to work rotating shifts, including evenings and weekends
• Knowledge of hospitality industry operations and best practices
• Preferred: Experience managing multiple properties or international reservations operations
• Preferred: Training and mentoring experience with team development focus
• Preferred: Familiarity with revenue management principles