Role Overview: Responsible for leading the Reservations & CEC voice team, ensuring seamless guest experience, strong team performance, and operational excellence across all channels. Key Responsibilities: • Team Leadership: Manage, motivate, and develop the reservations and voice team; oversee schedules, performance, and daily workflows. • Reservations Expertise: Handle end-to-end reservations processes including inventory checks, special requests, policies, accurate reservations, TAT adherence. • Voice Operations: Monitor call quality, manage SLAs/AHT, coach agents, and ensure consistent, brand-aligned guest interactions. • Escalation Management: Independently resolve guest escalations with sound judgment and timely communication. • Process & Quality Control: Ensure SOP adherence, conduct quality audits, drive accuracy in bookings, and implement process improvements. • Cross-Functional Coordination: Work closely with hotels, revenue, finance, OTA partners, operations for smooth operations. • System Proficiency: Comfortable with PMS, CRM, and reporting tools; ability to generate, analyse, and share daily/weekly MIS. Ideal Profile: • 5+ years of experience in reservations/call centre with team handling exposure • Strong communication, decision-making, and problem-solving skills • Ability to work in a high-volume, fast-paced environment