Reservations Team Lead – Lisbon (Hospitality)

Hesperia group; Lisboa; Presencial; EUR 24 000 - 40 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Worldwide experience

Training programs

Wellbeing initiatives

Team member recognition programs

Discounted hotel rates

Resumo da oferta

Minor Hotels Europe & Americas in Lisbon is seeking a Reservations Coordinator (M/F) to lead a team of reservation agents and ensure high levels of customer satisfaction across sales channels.

You will monitor agent performance, conduct feedback sessions, manage workloads, and report to platform managers while driving quality, motivation, and disciplined operations in a fast-paced hospitality environment.

Qualificações

• Experience in managing teams of reservation agents.
• Goal and results-oriented.
• Good communication skills, persistence, ability to work under challenges, initiative and decision-making, with leadership skills.
• Team spirit.
• Ability to manage multiple tasks and responsibilities simultaneously.
• Organized and methodical person.
• Critical thinking and strong problem-solving skills.

Responsabilidades

• Coordinate a team of reservation agents and manage customer requests across sales channels.
• Continuously evaluate reservation agent performance through call listening and monitoring.
• Conduct individual and group feedback sessions with agents.
• Create and monitor action plans to achieve objectives.
• Provide constant reporting to platform managers.
• Control workload sizing and balancing; resolve questions and incidents.
• Lead, motivate and manage the team; ensure quality management.

Conhecimentos

Team leadership

Communication skills

Decision making

Problem solving

Organizational skills

Descrição da oferta de emprego

Minor Hotels Europe & Americas in Lisbon is seeking a Reservations Coordinator (M/F) to lead a team of reservation agents and ensure high levels of customer satisfaction across sales channels.

You will monitor agent performance, conduct feedback sessions, manage workloads, and report to platform managers while driving quality, motivation, and disciplined operations in a fast-paced hospitality environment.