Key skills
CRMLeadershipCommunicationSales
About this role
Role Overview
- Supervise the reservations team and ensure rapid response times.
- Monitor inquiry conversion rates.
- Improve sales and upselling performance.
- Ensure all leads receive timely follow-up.
- Review lost bookings and identify improvement opportunities.
- Oversee guest communications before, during and after each stay.
- Ensure SLA compliance across all communication channels.
- Supervise escalations and service recovery situations.
- Monitor guest satisfaction and review performance.
- Review calls, emails, live chats and WhatsApp conversations.
- Audit support tickets and reservation workflows.
- Identify coaching opportunities for team members.
- Ensure consistency in communication quality and brand standards.
- Lead and coach Reservations, Concierge and Guest Experience teams.
- Conduct regular performance reviews.
- Develop SOPs and training programs.
- Drive a culture of accountability and hospitality excellence.
- Monitor KPIs and operational performance.
- Prepare weekly and monthly management reports.
- Identify operational bottlenecks and improvement opportunities.
Requirements
- Minimum 5 years of experience leading customer service, reservations, hospitality or guest operations teams.
- Strong leadership and coaching abilities.
- Excellent spoken and written English.
- Experience with CRM, PMS and ticketing systems.
- Experience managing remote teams is highly desirable.
- Hospitality, serviced apartments, hotels, vacation rentals or corporate housing experience preferred.