Airline Reservations Team Lead: Coach & Optimize Bookings

Cloudstaff; Pampanga; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Flexible leave

Office perks

Provided equipment

Job summary

Cloudstaff is hiring an Airline Reservations Team Leader to guide a busy team handling passenger and travel-agent requests from our Pampanga office. You will monitor performance, coach staff, and ensure high quality service while managing complex bookings and ticketing in a fast-paced environment.

This role requires strong GDS knowledge (Amadeus, Sabre or Galileo), proven leadership, and excellent communication.

Qualifications

• Experience in airline reservations or travel operations, with team-leading experience preferred.
• Strong working knowledge of a GDS such as Amadeus, Sabre, or Galileo.
• Proven ability to lead, motivate, and support a team in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Willingness to work in shifts across different time zones.

Responsibilities

• Lead, supervise, and support a team of inbound and outbound agents handling passenger and travel-agent requests.
• Monitor daily team performance to ensure service levels, productivity, and quality standards are met.
• Provide guidance and real-time support to agents on complex booking, ticketing, reissue, refund, and fare-related queries.
• Handle escalated cases from customers, travel agents, and internal stakeholders.
• Oversee follow-up on missed calls, voicemails, and pending customer or travel-agent requests.
• Ensure accurate handling of bookings, changes, cancellations, ticketing, seat assignments, baggage queries, and special service requests.
• Use the GDS to check, update, and manage passenger bookings efficiently and accurately.
• Coach and mentor team members on GDS usage, customer-service skills, call handling, and airline policies.
• Conduct regular quality checks and provide feedback to improve individual and team performance.
• Assist with training and onboarding of new team members.
• Coordinate with other departments for issue resolution and process improvements.
• Prepare performance reports and highlight operational trends, issues, and recommendations.
• Ensure compliance with airline policies, fare rules, service procedures, and customer-service standards.
• Maintain professional and effective communication with customers, travel agents, and internal teams.
• Support shift operations and team coverage across different time zones as required.

Skills

GDS knowledge

Team leadership

Customer service orientation

Communication skills

Problem-solving

Attention to detail

Tools

Amadeus

Sabre

Galileo

Job description

Cloudstaff is hiring an Airline Reservations Team Leader to guide a busy team handling passenger and travel-agent requests from our Pampanga office. You will monitor performance, coach staff, and ensure high quality service while managing complex bookings and ticketing in a fast-paced environment.

This role requires strong GDS knowledge (Amadeus, Sabre or Galileo), proven leadership, and excellent communication.