Booking Host Team Leader - Reservations Contact Centre

Booking Host Team Leader – Reservations Contact Centre Posted Thursday, 14 May 2026 at 2:00 am Inspire a high-performing reservations team and help deliver exceptional guest experiences. At thl , we’re all about creating unforgettable experiences—and it starts with our people. We’re looking for a Booking Host Team Leader to join our Reservations Contact Centre Leadership Team and support the delivery of service excellence, team performance, and global sales support across our 24/7 operation. The role: This is a hands-on leadership role where you’ll provide day-to-day operational support within the Reservations Contact Centre. You’ll help drive team performance, coach and develop team members, manage escalations, support KPI reporting, and contribute to service excellence while championing thl ’s vision and brand pillars. Key responsibilities: Provide day-to-day operational leadership across the 24/7 reservations team and undertake the Duty Team Leader role as required. Ensure service standards, turnaround times, and performance targets are consistently met or exceeded. Handle escalations and complaints in a timely way, identifying and addressing any capability gaps. Coach, train and mentor team members to support individual and team performance. Support training and development plans, quality reviews, and KPI reporting for the Reservations Contact Centre. Act as a systems and product specialist, contribute to process improvement, and work within established policies and procedures. Provide accurate, high-quality support to customers and respond to phone and email enquiries as needed. Support global sales initiatives, including VIP trade requests, urgent enquiries, and special requests. About you: Proven leadership skills with the ability to motivate, develop and support a high-performing team. Previous experience in a contact centre environment is highly desirable. Strong multitasking, prioritisation, negotiation and problem-solving skills. A clear and confident communicator with strong relationship-building skills. A strong sales and service mindset, ideally with tourism or travel industry experience. High attention to detail, sound technical skills, and the ability to learn new systems quickly. Good geographical knowledge of regions where thl operates. Second language skills are preferred (e.g. German, French, Spanish, Italian, Dutch or Mandarin). Ready to lead from the front and help create exceptional customer experiences and unforgettable holidays? Apply now! Thank you for your application. We are an equal opportunity employer and we aim to recruit a diverse range of people with a diverse range of talents to help us achieve our goals. Note that only selected candidates will be contacted. #J-18808-Ljbffr