Reservations Specialist

Position Summary:This is a hands-on leadership role supervising a team of 5–6 Reservations Agents while actively working within the booking environment.The role begins at Supervisor level with a structured path to Reservations Manager within 6–12 months.This person must:Lead peopleOwn operational KPIsBe hands-on with bookingsImprove processes and structureElevate service consistencyCore Responsibilities:Leadership & Team ManagementSupervise and schedule 5–6 agentsConduct QA on calls and written communicationCoach and develop team membersHandle hiring and onboardingEnsure proper coverage and accountabilityBuild SOPs and workflowsReservations Operations (Hands-On)Answer inbound calls (agents + direct guests)Process bookings, changes, cancellationsIssue tickets and verify documentationHandle payments, refunds, upgradesManage inventory, waitlists, and group bookingsSupport post-voyage requestsSystems & Process ImprovementImprove reporting and operational structureIdentify automation opportunitiesSupport AI integration (big plus)Maintain high data accuracyReduce booking errorsStandardize processesMust Haves:✔ Proven team leadership (not just individual contributor)✔ KPI ownership (SLA, QA, accuracy, productivity)✔ Ability to structure a small team✔ Hands-on willingness (not just managing)✔ Strong communication + professionalism✔ Luxury hospitality background✔ Booking systems✔ CRM systems ✔ Process improvement mindset