Team Leader, Luxury Reservations — Upsell & Revenue (Dubai)

Atlantis; Dubai; On-site; AED 78,120 - 111,600; Full time

Benefits offered by this job

Medical insurance

Annual flights

Staff discounts

Training and development

Wellbeing initiatives

Career progression

Job summary

Atlantis Resorts Dubai seeks a Team Leader – Platinum Reservations to supervise daily reservation activities, ensure service quality, and coach agents across the reservations team.

The ideal candidate will have strong Opera knowledge, experience in selling, cross‑selling and upselling hotel products, and the ability to coordinate with multiple departments to optimize guest experiences and revenue growth.

Qualifications

• Minimum 1 year of reservations or significant contact center experience.
• Previous experience in hotel reservations, central reservations, or luxury hospitality is preferred.
• Full working knowledge of the Opera Property Management System is required.
• Experience selling, cross-selling, and upselling multiple hotel properties is advantageous.
• Strong understanding of reservation procedures, room categories, rates, packages, and booking conditions.
• Excellent spoken and written English communication skills.
• Additional language ability is an advantage.

Responsibilities

• Monitor daily reservation activities and ensure departmental procedures are followed consistently.
• Maintain an optimum level of service for every caller in the Reservations department.
• Review the Reservations Trace report each day and identify outstanding actions.
• Allocate unresolved traces and follow‑up tasks to reservation agents or supervisors.
• Confirm that all assigned traces are completed accurately before the end of the day.
• Track pending bookings, payment requirements, special requests, amendments, and guest correspondence.
• Support agents with complex reservations, rate enquiries, booking changes, cancellations, and escalated concerns.
• Ensure reservation details are entered correctly in Opera and related systems.
• Verify guest names, stay dates, room categories, rates, guarantees, preferences, and contact information.
• Monitor telephone standards, response quality, product knowledge, and booking accuracy.
• Coach team members on selling, cross‑selling, and upselling rooms, packages, and resort experiences.
• Encourage effective conversion of enquiries into confirmed bookings.
• Promote suitable room upgrades and value‑added services based on guest requirements.
• Support multi‑property reservations in a centralized booking environment.
• Coordinate with Revenue Management, Sales, Front Office, Guest Relations, Finance, and other resort departments.
• Resolve operational issues that may affect reservation processing or guest arrival readiness.
• Escalate rate discrepancies, system failures, payment concerns, and sensitive guest matters when required.
• Assist with shift handovers and communicate unresolved priorities clearly.
• Provide guidance during periods of high call volume and increased booking demand.
• Maintain current knowledge of room products, packages, promotions, cancellation terms, and resort services.
• Support team training, performance feedback, and ongoing service improvement.
• Prepare or review operational reports as requested by management.
• Protect guest information, payment data, and confidential reservation records.
• Ensure all work complies with hotel policies, security controls, and service standards.

Skills

Hotel reservations

Reservations Trace reports

Team supervision

Booking conversion

Cross-selling

Upselling

Multi-property reservations

Central reservations

Guest data protection

Revenue support

Shift handover

Guest correspondence

Rate management

Tools

Opera Property Management System

Job description

Atlantis Resorts Dubai seeks a Team Leader – Platinum Reservations to supervise daily reservation activities, ensure service quality, and coach agents across the reservations team.

The ideal candidate will have strong Opera knowledge, experience in selling, cross‑selling and upselling hotel products, and the ability to coordinate with multiple departments to optimize guest experiences and revenue growth.