Services Reservations Team Leader

The Department
Our reservations teams are the dynamic interface between our global network of sales offices around the
world and our suppliers throughout Europe and the Middle East.
We book everything from a suite in a five stars hotel in Dubai to a meal in Chinese restaurant in Dublin …
and everything in between.
Building strong and successful relationships with our suppliers ensures that we can offer our customers
the best possible service at the lowest possible prices, and our teams are responsible for delivering against
these objectives.

The Role
The role is responsible for leading the services reservations team to achieve department goals. The person
for this role must have a deep understanding of internal processes and procedures and ensure that the
team is following them effectively.
They are also responsible for coordinating the team's activities, developing their knowledge of products
and suppliers, and managing monthly scheduling. In addition, the role monitor team performance,
provides training, and resolves escalated queries/complaints.
The role is also responsible for identifying ways to improve and streamline processes, ensuring good
communication with colleagues and management, and preparing recurrent activity reports.

Knowledge, Skills & Experience
​• Experience of services or operations in the Travel/Hospitality industry;
• Management/Supervisory experience is considered an advantage;
• Proven people and leadership skills;
• Excellent organizing skills and ability to prioritize;
• Outstanding oral and written communication skills;
• Problem solving skills;
• Attention to details;
• Team oriented;
• Customer oriented;
• Negotiation skills;
• Advanced knowledge of English language;
• Good working knowledge of Microsoft Office;
• Keeping the manager informed about any ‘significant’ issues relating to staff.

Key Activities

• Have proficient knowledge of internal processes and procedures and ensure the application of
these among the ︁︀​︂︃︃​︈︃​︁︃︀team;
• Coordinates the activities of the team to ensure effective allocation of work and use of resources
• Develops knowledge of product and suppliers within the team;
• Manages monthly scheduling;
• Monitors team performance and take corrective action where necessary with the help of the
Manager;
• Updates daily/monthly the medical and holiday leave days into the internal program;
• Provides training to team members;
• Improves quality and efficiency of the staff;
• Resolves escalated queries/complaints;
• Identifies ways to improve and streamline processes;
• Ensures good communication with colleagues and management;
• Prepares recurrent activity reports requested by the direct manager within given deadlines;
• Inform team members that they may need to work on weekends and public holidays if there are
backlogs and manage ROTA system;
• Organize backup plans for absences due to sickness or holidays.