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Team Leader - Platinum Reservations Job Snapshot Role: Team Leader - Platinum Reservations Location: Dubai, United Arab Emirates Industry: Hospitality Function: Reservations-Ticketing Experience: Minimum 1 year in reservations or significant contact center experience Job Type: Full-time Position Overview Team Leader - Platinum Reservations in Dubai, United Arab Emirates is a supervisory Hospitality opportunity for an experienced reservations professional with strong Opera knowledge, team coordination skills, and proven ability in selling, cross-selling, and upselling hotel products. Atlantis Resorts is hiring a capable team leader to oversee daily reservation activities, maintain service quality, allocate outstanding work, and ensure all guest enquiries receive accurate and timely attention. Job Details Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Reservations-Ticketing Salary: 7000-10000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time Job Reference: 20293 Role Context The Team Leader - Platinum Reservations supports the efficient operation of the Reservations department by monitoring service delivery, reviewing pending tasks, guiding agents, and ensuring all reservation traces are resolved before the end of each business day. The role also strengthens booking conversion, revenue performance, guest satisfaction, and consistency across multi-property reservation channels. Key Responsibilities * Monitor daily reservation activities and ensure departmental procedures are followed consistently. * Maintain an optimum level of service for every caller connected to the Reservations department. * Review the Reservations Trace report each day and identify outstanding actions. * Allocate unresolved traces and follow-up tasks to reservation agents or supervisors. * Confirm that all assigned traces are completed accurately before the end of the day. * Track pending bookings, payment requirements, special requests, amendments, and guest correspondence. * Support agents with complex reservations, rate enquiries, booking changes, cancellations, and escalated concerns. * Ensure reservation details are entered correctly in Opera and related systems. * Verify guest names, stay dates, room categories, rates, guarantees, preferences, and contact information. * Monitor telephone standards, response quality, product knowledge, and booking accuracy. * Coach team members on selling, cross-selling, and upselling rooms, packages, and resort experiences. * Encourage effective conversion of enquiries into confirmed bookings. * Promote suitable room upgrades and value-added services based on guest requirements. * Support multi-property reservations in a centralized booking environment. * Coordinate with Revenue Management, Sales, Front Office, Guest Relations, Finance, and other resort departments. * Resolve operational issues that may affect reservation processing or guest arrival readiness. * Escalate rate discrepancies, system failures, payment concerns, and sensitive guest matters when required. * Assist with shift handovers and communicate unresolved priorities clearly. * Provide guidance during periods of high call volume and increased booking demand. * Maintain current knowledge of room products, packages, promotions, cancellation terms, and resort services. * Support team training, performance feedback, and ongoing service improvement. * Prepare or review operational reports as requested by management. * Protect guest information, payment data, and confidential reservation records. * Ensure all work complies with hotel policies, security controls, and service standards. Ideal Profile * Minimum 1 year of reservations experience or significant contact center experience. * Previous experience in hotel reservations, central reservations, or luxury hospitality is preferred. * Full working knowledge of the Opera Property Management System is required. * Experience selling, cross-selling, and upselling multiple hotel properties is advantageous. * Strong understanding of reservation procedures, room categories, rates, packages, and booking conditions. * Excellent spoken and written English communication skills. * Additional language ability is an advantage. * Confident supervising daily workloads and assigning tasks to colleagues. * Able to monitor service standards and provide practical guidance to reservation agents. * Strong attention to detail when reviewing traces, bookings, payments, and guest requests. * Comfortable managing several priorities in a busy reservations environment. * Professional and composed when handling escalated calls or operational problems. * Commercially aware with an interest in booking conversion and revenue growth. * Strong team player with dependable follow-up and organizational skills. * Flexible to work rotating shifts, weekends, evenings, and public holidays. Skills Set * Hotel reservations * Opera Property Management System * Reservations Trace reports * Team supervision * Work allocation * Booking conversion * Room sales * Cross-selling * Upselling * Multi-property reservations * Central reservations * Contact center operations * Reservation auditing * Guest correspondence * Rate management * Booking amendments * Escalation handling * Quality monitoring * Staff coaching * Revenue support * Shift handover * Guest data protection * Luxury hospitality * Performance reporting Why Join Us This position offers a clear progression path for reservations professionals seeking leadership responsibility within Dubai 's established luxury Hospitality market. The role provides practical exposure to centralized booking operations, team coordination, revenue-focused selling, service quality management, and multi-property reservation systems. Atlantis Resorts offers a competitive tax-free salary paid in UAE Dirhams, comprehensive medical insurance with dental coverage, annual flights home, life insurance, incentive opportunities, food and beverage privileges, and discounted rates across Kerzner properties worldwide. Colleagues also benefit from structured training, internal mobility, leadership development, wellbeing initiatives, and long-term career opportunities throughout the Kerzner International portfolio. About the Company Atlantis Resorts operates Atlantis, The Palm and Atlantis The Royal in Dubai, delivering luxury accommodation, acclaimed dining, entertainment, marine attractions, and distinctive guest experiences. Its shared reservations operation supports both properties by managing enquiries, bookings, guest preferences, and revenue opportunities across multiple service channels. Part of Kerzner International, Atlantis Dubai brings together more than 6000 colleagues representing 129 nationalities. The organization promotes inclusion, professional growth, colleague wellbeing, operational excellence, and rewarding careers in luxury hospitality.