The Corporate Sales Team Lead, Reservations will be responsible for overseeing the daily operations of the reservations team. This role involves managing a team of reservations agents to ensure excellent guest service, maximising revenues, and maintaining high levels of guest satisfaction. The Team Leader will be responsible for training, motivating, and guiding the team, ensuring that reservations are accurately processed, and assisting with operational tasks as required.

The Reservation Team is part of the Corporate Sales team here at Numa. It is responsible for all interactions with individual companies and intermediaries looking for accommodation at one of Numa's properties across Europe.

The position will report directly to the VP of Corporate Sales.

Key Responsibilities:

1. Team Leadership & Supervision

• Lead, motivate, and supervise a team of reservation agents to ensure high performance and guest satisfaction.
• Rollout of specific strategy together with the VP of Corporate Sales.
• Set clear goals and objectives for the team and monitor performance to meet departmental targets.
• Conduct regular team meetings, one-on-one sessions, and training to develop the skills of the reservations team.
• Handle escalated issues and resolve them efficiently.

2. Reservations Management

• Oversee the accurate processing of reservation requests.
• Set priorities depending on the different sources of the reservation request.
• Set and monitor key performance indicators (KPIs) such as response times and success rates.

3. Operational Efficiency

• Implement efficient procedures and workflows to improve team performance and guest satisfaction.
• Collaborate with other departments (revenues, distribution, guest experience, operations…) to ensure smooth communication and effective use of resources.
• Prepare and maintain daily, weekly, and monthly reports related to reservations, team performance, and guest feedback.

4. Revenue Management

• Work closely with the revenue management team to monitor room availability, pricing strategies, and special offers.
• Assist in identifying opportunities to increase sales through upselling and cross-selling techniques.
• Regularly review and analyze reservation data to identify patterns or trends that could impact revenue.

7. Training & Development

• Provide ongoing coaching and development to the team to improve their skills in guest interaction, sales techniques, and system usage.
• Stay updated on industry trends, technology, and best practices to bring new ideas to the team.
• Facilitate team meetings and training sessions to ensure alignment with department goals.

Qualifications & Requirements:

Education:

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

Experience:

• At least 3-4 years of experience in people management.
• Experience with a CRM is required.
• Hospitality industry background is highly appreciated.

Skills & Competencies:

• Strong leadership and team management abilities.
• Fluent in German and English language skills.
• KPI driven and hands-on mindset.
• Excellent communication and interpersonal skills.
• Ability to multitask and work under pressure in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Customer-centric mindset with a focus on service excellence.