Reservations Team Lead - Elevate Guest Experience & Revenue

Omni Hotels & Resorts; La Cruz de Huanacaxtle; Presencial; MXN 223.000 - 335.000; Jornada completa

Descripción de la vacante

Omni Hotels & Resorts in Mexico is seeking a Reservation Supervisor to lead the Reservations team, oversee Agents, and ensure accuracy, courtesy, and revenue standards as the property prepares for opening and beyond.

You will process reservations, changes, and cancellations, train staff in service excellence, and collaborate with other departments to deliver a personalized guest experience while maintaining high standards of quality and efficiency.

Formación

• Bilingual in English and Spanish with strong verbal and written communication in both languages.
• Degree or diploma in Hospitality Management, Tourism, Business Administration, or related field preferred.
• Open availability including nights, weekends and holidays.
• Advanced English language proficiency required.
• Minimum of 2 years of reservations or guest service experience.
• Positive attitude and genuine desire to provide attentive, friendly service.
• Computer proficiency required.
• Personnel/team supervision skills.
• Strong multitasking and time-management skills with keen attention to detail.
• Ability to work well under pressure in a fast-paced environment.

Responsabilidades

• Supervise and oversee the daily operation of the Reservations department.
• Process all reservation requests, changes, and cancellations received by phone or email.
• Identify guests' reservation needs and determine the appropriate room type.
• Verify room type and rate availability before confirming any reservation.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests accurately and efficiently.
• Respond to guest questions regarding property facilities/services and room accommodations.
• Follow sales techniques and strategies to maximize property revenue.
• Enter and access data in the reservations system, ensuring correct fields are completed, including loyalty program enrollment.
• Indicate special room reservation types by entering the correct code and rate into the reservations system.
• Assist management in training, evaluating, coaching, and motivating Reservation Agents.
• Coordinate tasks and collaborate with other departments to ensure Reservations operates efficiently.
• Prepare and review daily reports, ensuring compliance with required documentation.
• Maintain confidentiality of proprietary materials and information.

Conocimientos

Bilingual: English and Spanish

Supervisory experience

Reservations or guest service

Excellent communications

Detail-oriented

Educación

Degree or diploma in Hospitality Management or related field

Descripción del empleo

Omni Hotels & Resorts in Mexico is seeking a Reservation Supervisor to lead the Reservations team, oversee Agents, and ensure accuracy, courtesy, and revenue standards as the property prepares for opening and beyond.

You will process reservations, changes, and cancellations, train staff in service excellence, and collaborate with other departments to deliver a personalized guest experience while maintaining high standards of quality and efficiency.