Reservations Specialist Team Lead

Corpay Lodging (formerly CLC); Lexington (KY); On-site; USD 42,000 - 54,000; Full time

Job summary

Corpay Lodging’s Lexington, KY team is seeking a Reservations Specialist Team Lead to supervise a high-volume reservations group onsite.

This hands-on leadership role will coach staff, manage daily workflow, monitor quality and KPIs, handle escalations, and ensure accurate, timely service for clients and hotels. The schedule is Saturday to Wednesday, 2:00 p.m.–11:00 p.m., onsite in Lexington.

Qualifications

• 1–2 years of supervisory or comparable leadership experience.
• Experience coaching employees and managing performance.
• Comfortable using reports, KPIs, quality measures, and workflow data.
• Strong judgment, problem-solving, communication, and escalation-management skills.
• Proficient with Microsoft Office, particularly Excel, Outlook, and Word.

Responsibilities

• Lead and support daily activities of the reservations team.
• Assign and monitor workflow to ensure requests and due times are met.
• Coach team members on quality, productivity, customer service, and performance.
• Monitor calls, reservations, client communications, and service quality.
• Review performance metrics, identify trends, and use data to improve results.
• Handle escalations involving reservations, clients, hotels, extensions, changes, or early departures.
• Support employee development, training, feedback, and corrective action when needed.
• Assist with overflow work and other team projects as needed.

Skills

Leadership experience

Team leadership

Customer service

Coaching employees

Data and KPIs

Communication

Escalation management

Tools

Excel

Outlook

Word

Job description

Job Title: Reservations Specialist Team Lead

Location: Lexington, KY

Work Arrangement: 100% Onsite

Schedule: Saturday to Wednesday, 2:00 p.m.–11:00 p.m.

Job Description:

Corpay’s CLC Lodging division is seeking a Reservations Specialist Team Lead to support and lead a high-volume reservations team in Lexington, KY.

This is a hands-on operations leadership role. You will coordinate daily workflow, coach and develop team members, monitor quality and performance metrics, support escalations, run reports, and help ensure clients, hotels, and internal teams receive accurate and timely service.

Key Responsibilities:

• Lead and support daily activities of the reservations team
• Assign and monitor workflow to ensure requests and due times are met
• Coach team members on quality, productivity, customer service, and performance
• Monitor calls, reservations, client communications, and service quality
• Review performance metrics, identify trends, and use data to improve results
• Handle escalations involving reservations, clients, hotels, extensions, changes, or early departures
• Support employee development, training, feedback, and corrective action when needed
• Assist with overflow work and other team projects as needed

Preferred Background:

• 1–2 years of supervisory or comparable leadership experience
• Team Lead, Shift Lead, Supervisor, Trainer, Quality Lead, or Operations Lead experience
• High-volume operations, customer service, contact center, hospitality, reservations, healthcare, financial services, dispatch, or service environment experience
• Experience coaching employees and managing performance
• Comfortable using reports, KPIs, quality measures, and workflow data
• Strong judgment, problem-solving, communication, and escalation-management skills
• Proficient with Microsoft Office, particularly Excel, Outlook, and Word

Candidates must be comfortable working onsite in Lexington, KY, Saturday through Wednesday from 2:00 p.m. to 11:00 p.m.