Airline Reservations Team Lead — Night Shift, GDS Expert

Cloudstaff; Philippines; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Health and life insurance

Career advancement opportunities

Flexible leave credits

Company-provided PC/Laptop + fiber

Free Coffee, Meals and Beer Fridays

VIP lounge and game rooms

Child-friendly spaces

Annual salary review with increases

Employee referral incentives

Employee wellness programs

Job summary

Cloudstaff is seeking an Airline Reservations Team Leader to manage a dedicated inbound/outbound travel agents team in Pampanga, Philippines. This night-shift role requires strong coaching, GDS proficiency, and a focus on service levels and accuracy.

You will guide complex bookings, monitor performance, handle escalations, and collaborate with internal teams to optimize processes. A pro-active leader with excellent communication will thrive in a fast-paced environment.

Qualifications

• Experience in airline reservations, travel operations, or customer service with team-leading or supervisory experience preferred.
• Strong working knowledge of a GDS (Amadeus, Sabre, Galileo).
• Understanding of airline reservations, ticketing, reissues, refunds, fare rules, and ancillary services.

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.
• Provide guidance on complex bookings, ticketing, reissues, refunds, 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 performance; assist with training.

Skills

GDS: Amadeus

GDS: Sabre

GDS: Galileo

Team leadership

Customer service

Communication

Problem solving

Job description

Cloudstaff is seeking an Airline Reservations Team Leader to manage a dedicated inbound/outbound travel agents team in Pampanga, Philippines. This night-shift role requires strong coaching, GDS proficiency, and a focus on service levels and accuracy.

You will guide complex bookings, monitor performance, handle escalations, and collaborate with internal teams to optimize processes. A pro-active leader with excellent communication will thrive in a fast-paced environment.