Job Description
About the Role
The Global Reservations Supervisor leads a global reservations team to deliver high-quality guest service. The role oversees scheduling, performance, and daily operations, ensuring booking accuracy and compliance with policies, handling escalations and service recovery, and supporting training and continuous improvement.
What You’ll Do
- Lead and develop your team – coach, mentor, and support a team of Reservations Agents across phone, chat, and email.
- Lead regular 1:1s focused on performance, development, and engagement.
- Build a strong, accountable, and positive team culture.
- Run the day‑to‑day operation – create and manage team schedules in partnership with management.
- Monitor real‑time queues and adjust coverage to meet service levels.
- Oversee timekeeping and payroll accuracy.
- Deliver exceptional guest experiences.
- Model and reinforce service standards across all channels....