Team Leader at Newmark Hotels

Job Advert Summary    

• We are seeking an experienced and reliable Reservations Team Leader to support the daily operations of our fast-paced Reservations Department. The ideal candidate is quality-focused, solutions-oriented, and thrives under pressure, maintaining high levels of customer satisfaction while driving departmental performance. This role involves leading by example, supporting the team and leadership in delivering exceptional service, and ensuring that all policies and procedures are upheld. The successful candidate will play a key role in enhancing departmental efficiency, professionalism, and communication with guests, agents, and properties

Minimum Requirements    

• Minimum of 3 years’ experience in Reservations, ideally within a luxury hotel environment
• Proficiency in Opera PMS is essential
• Excellent communication and customer service skills
• Strong leadership, organisational, and administrative abilities
• Impeccable attention to detail and time management
• Adaptability and comfort in a high-pressure, multitasking environment
• Positive, professional attitude with a commitment to quality
• Experience working collaboratively with Sales and Revenue teams
• Sound knowledge of hotel systems, procedures, and industry best practices

Duties and Responsibilities    
Team Leadership & Support

• Set a high standard and lead by example in all aspects of guest service and professionalism
• Support, mentor, and allocate tasks to team members, ensuring optimal team performance
• Provide technical support and training to the reservations team on systems, procedures, and product knowledge
• Foster a positive and collaborative work environment
• Oversee the induction, training, and development of new team members
• Monitor team performance and implement appropriate performance management and motivation strategies

Reservations Management

• Ensure accurate and timely input of all reservations in line with company standards
• Monitor, review, and quality-check all bookings and reservations data, including 7-day pre-arrival checks
• Collaborate with properties and internal teams to ensure clarity on blackout dates, special offers, minimum stays, and closed-out periods
• Manage reservations-related communication with travel partners, agents, and internal teams
• Resolve overbookings, special requests, and VIP bookings effectively and professionally
• Maintain turnaround time expectations for responses and confirmations
• Manage and review cancellations and amendments in line with company policy
• Ensure all promotions and packages are correctly booked and communicated to guests and stakeholders
• Assist with group bookings and PM (Pay Master) account reservations as needed
• Allocate and manage incoming emails and urgent requests efficiently

Reporting & Administration

• Prepare and maintain all necessary departmental documentation, reports, databases, and spreadsheets
• Generate daily, weekly, and monthly reservation reports as required
• Maintain a well-organized filing system for reservation records and correspondence
• Oversee the flatlining of room availability and yield management for optimal revenue
• Participate in weekly arrival meetings with properties and ensure readiness for all arrivals

Customer Experience & Problem Solving

• Deliver outstanding customer service and resolve queries and concerns with professionalism
• Act as a key escalation point for reservation-related issues
• Monitor and address any challenges that impact productivity or service delivery
• Liaise effectively with all departments to ensure smooth operations and guest satisfaction