**Description:** **Duties and responsibilities related to the Team Leader - Reservation role:** + Supervise the daily operations of both the reservations and communication center team, ensuring all guest inquiries, bookings, and operator calls are handled promptly and professionally. + Monitor live call volumes and routing, maintaining strict adherence to hotel brand standards for call answering times, abandonment rates, and overall call quality. + Oversee the accurate and efficient processing of all room reservations (direct, OTA, corporate, and group bookings) within the hotel's Property Management System (PMS). + Train, coach, and motivate agents to maximize room revenue through effective upselling, cross-selling of hotel facilities (like dining and spa), and converting inquiries into confirmed bookings. + Handle complex reservations, VIP bookings, and act as the first point of escalation for guest complaints or technical booking issues over the phone or email. + Collaborate closely with the Revenue Management team to monitor room inventory, update daily rates, and assist in executing strategies during high-demand or overbooked periods. + Conduct daily briefings with the team to communicate occupancy levels, daily selling strategies, ongoing promotions, and specific VIP arrivals. + Prepare team schedules, monitor attendance, and conduct regular quality assurance checks by reviewing recorded calls and email correspondence. **Qualifications:** **Education:** Degree or Diploma in Hospitality Management, Business Administration, or a related field. **Experience:** Minimum of 2–3 years of experience in hotel reservations, revenue, or a high-volume luxury call center, with at least 1 year in a supervisory role. **Technical Skills:** High proficiency in Property Management Systems (e.g., Opera), Central Reservation Systems (CRS), and call center management/PABX software. **Key Attributes:** Exceptional verbal and written communication skills, a strong sales-oriented mindset, and the ability to lead and calm a team in a fast-paced, high-volume environment. **Primary Location:** QA-Doha-Doha **Organization:** Andaz Doha **Job Level:** Full-time **Job:** Reservations **Req ID:** DOH003102 Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.