Reservations Team Lead

West Edmonton Mall Property Inc. (West Edmonton Mall and Fantasyland Hotel); Edmonton; On-site; CAD 22,000 - 31,000; Part time

Job summary

West Edmonton Mall Property Inc. (West Edmonton Mall and Fantasyland Hotel) is seeking a Reservations Team Lead to support daily operations, coach staff, and uphold service standards.

You will handle inbound calls, upsell hotel packages, review arrivals and blocks, resolve guest issues, and provide real-time decision support. This role requires a part-time schedule with shifts between 7am and 11pm, offering a starting wage of $19.00 per hour.

Qualifications

• Minimum 1–2 years in customer service reservations; hospitality preferred.
• Willingness to learn new PMS and technologies; Opera Cloud preferred.
• Strong guest service, leadership, communication, problem-solving, and organizational skills.
• Professional telephone etiquette and problem-solving abilities.
• Basic computer skills with Word, Excel, and Outlook.

Responsibilities

• Act as shift leader in the absence of the Reservations Supervisor or Manager, ensuring smooth daily operations and service consistency.
• Proactively resolve guest issues, complaints, and special requests prior to arrival, ensuring a seamless stay experience before check-in.
• Answer inbound reservations calls while driving revenue through consultative selling, upselling, and accurate promotion of hotel packages and amenities.
• Provide real-time support and decision-making for escalations, billing inquiries, rate clarifications, and system troubleshooting.
• Review daily arrivals, room blocks, VIPs, duplicate bookings, and special requests to ensure accuracy and operational readiness.
• Train and coach Reservations Agents on basic call audit factors, including call flow, determining familiarity and reason for travel, product knowledge, upselling techniques, and proper call closing standards.
• Preparing reports when needed that may include call conversions, occupancy forecasts and statistics.
• Other responsibilities as required.

Skills

Customer service

Leadership

Problem-solving

Telephone etiquette

Typing skills

Communication

Upselling

Tools

Opera Cloud

Job description

The Reservations Team Lead is responsible for supporting daily departmental operations while acting as the first point of leadership in the absence of the Supervisor or Manager. This role ensures operational efficiency, call quality standards, revenue performance, and exceptional guest service delivery. The Team Lead maintains full reservations duties while providing real-time coaching, problem resolution, and oversight to ensure departmental targets and service standards are consistently met.

Primary Responsibilities

• Act as shift leader in the absence of the Reservations Supervisor or Manager, ensuring smooth daily operations and service consistency.
• Proactively resolve guest issues, complaints, and special requests prior to arrival, ensuring a seamless stay experience before check-in.
• Answer inbound reservations calls while driving revenue through consultative selling, upselling, and accurate promotion of hotel packages and amenities. Monitor call flow, queue performance, and service levels during shift to maintain departmental efficiency.
• Provide real-time support and decision-making for escalations, billing inquiries, rate clarifications, and system troubleshooting.
• Review daily arrivals, room blocks, VIPs, duplicate bookings, and special requests to ensure accuracy and operational readiness.
• Train and coach Reservations Agents on basic call audit factors, including call flow, determining familiarity and reason for travel, product knowledge, upselling techniques, and proper call closing standards.
• Preparing reports when needed that may include call conversions, occupancy forecasts and statistics.
• Other responsibilities as required.

Desired Qualifications

• A minimum of 1 (one) to 2 (two) years-experience working in customer service reservation related field, experience in hotel reservations or hospitality is preferred.
• Experience with PMS Systems (Opera Cloud preferred) would be considered an asset. Candidates should demonstrate willingness and eagerness to learn new systems and technology.
• Must possess a passion for service, demonstrating outstanding guest service skills and proven leadership skills with the ability to inspire colleagues to deliver outstanding service. Strong communication, problem-solving, and organizational skills.
• A professional telephone etiquette with excellent problem-solving skills.
• Basic computer and typing skills with experience in Microsoft Office programs such as Word, Excel, and Outlook.

Terms Of Employment

• This is a part-time position that requires a flexible schedule between 7am and 11pm with the ability to work evenings, weekends, holidays and shift work.
• This position has a starting wage of $19.00 per hour.
• Must be able to pass a basic security clearance.