Airline Reservations Team Leader | Work from Office | Night Shift

Cloudstaff Philippines Inc.; Angeles; On-site; PHP 700,000 - 900,000; Full time

Benefits offered by this job

Comprehensive health insurance

Life Insurance

Annual salary review with increases

Office perks: free coffee, meals and

PC/Laptop provided

Job summary

Cloudstaff Philippines Inc. is seeking an experienced Airlines Reservations Team Leader to oversee a GDS-focused team handling passenger and travel-agent support in a night-shift, work-from-office setup in Angeles, Philippines.

The role requires strong GDS expertise (Amadeus, Sabre, Galileo), leadership skills, and the ability to coach agents in bookings, ticketing, changes, cancellations and service standards.

Qualifications

• Experience in airline reservations, travel operations, or customer service with team-leading or supervisory exposure.
• Strong knowledge of GDS usage, bookings, ticketing, reissues and refunds.
• Excellent communication and ability to manage multiple priorities in a fast-paced setting.

Responsibilities

• Lead 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.

Skills

GDS Systems

Leadership

Coaching & Mentoring

Communication

Tools

Amadeus

Sabre

Galileo

Job description

We’re Hiring: Airlines Reservations Team Leader

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

Join our team at Cloudstaff, the #1 workplace everywhere!

Role: Airlines Reservations Team Leader
Work Arrangement: Work from Office
Location: Philippines - Angeles
Schedule: Night Shift

Job description:

We are looking for an experienced and proactive GDS Team Leader to oversee a team handling inbound and outbound customer and travel-agent support on behalf of the airline. The role requires strong Global Distribution System (GDS) expertise, leadership skills, and the ability to guide agents in managing bookings, ticketing, changes, cancellations, and general travel-related queries.

The ideal candidate will be responsible for ensuring high service standards, supporting team performance, resolving escalations, and maintaining operational efficiency across customer and travel-agent interactions.

Key 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.

Qualifications and requirements:

• Previous experience in airline reservations, travel operations, or customer service, with team-leading or supervisory experience preferred.
• Strong working knowledge of a GDS such as Amadeus, Sabre, or Galileo.
• Good understanding of airline reservations, ticketing, reissues, refunds, fare rules, and ancillary services.
• Proven ability to lead, motivate, and support a team in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Strong customer-service orientation and professionalism.
• Good attention to detail and ability to manage multiple priorities.
• Comfortable handling escalations and complex customer or travel-agent queries.
• Willingness to work in shifts and across different time zones.

Perks & Benefits (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Up to 24 leave credits per year
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc. Cloudstaff : Build Your Career, Anywhere Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being. Why Cloudstaff is the #1 Workplace? Award-winning Culture: We’re committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.