Reservations Team Leader

Located on the pristine shores of Phu Quoc Island, Rixos Phu Quoc is a luxury beachfront resort that brings the renowned Rixos all-inclusive hospitality experience to one of Vietnam’s most beautiful destinations. Combining world-class service, refined design, and vibrant lifestyle experiences, the resort offers guests an exceptional escape with premium accommodations, diverse culinary concepts, wellness facilities, and immersive entertainment.

As part of the globally recognized Rixos Hotels & Resorts, our team is dedicated to delivering outstanding guest experiences while fostering a dynamic and inspiring work environment. At Rixos Phu Quoc, we value passion, professionalism, and collaboration, empowering our colleagues to grow and thrive in a culture built on excellence in hospitality.

About the Role

Rixos Phu Quoc is seeking a motivated Reservation Team Leader to oversee the daily operations of the Reservations Department. In this role, you will ensure efficient reservation handling, maintain high service standards, and lead the reservations team to maximize revenue opportunities while delivering exceptional guest experiences.

Key Responsibilities

Reservations Operations

• Supervise the daily operations of the Reservations team and ensure service standards are consistently maintained.

• Review and monitor reservation requests to ensure timely responses and accurate processing.

• Ensure reservation details such as guest information, rates, and payment methods are accurate and compliant with hotel policies.

• Conduct daily spot checks on reservations and review all VIP arrivals.

Team Leadership & Development

• Lead, coach, and motivate Reservation Agents to improve productivity and service quality.

• Organize on-the-job training and weekly team training sessions.

• Foster a positive and collaborative work environment.

• Maintain discipline and ensure team performance aligns with company standards.

Revenue & Sales Support

• Support revenue strategies by applying effective selling techniques during reservation interactions.

• Ensure the reservations team adopts a proactive sales mindset.

• Keep the team informed of rate changes, promotions, strategies, and customer trends.

Administration & Coordination

• Assist management with reports, duty rosters, and departmental documentation.

• Communicate updates and operational changes across departments.

• Ensure confidentiality of guest and employee information.

Compliance & Quality

• Ensure compliance with company policies, procedures, and ISO Integrated Management Systems (Quality, Environment, Health & Safety, Food Safety, and Customer Complaint Handling).

• Contribute to continuous improvement initiatives, sustainability efforts, and guest satisfaction programs.

• Minimum 1 year experience in a similar position in a 5-star hotel environment

• University degree preferred

• Strong English communication skills (written and verbal)

• Excellent organizational and leadership skills

• Proficient in computer systems and reservation platforms

• Detail-oriented with strong problem-solving abilities

• Professional, approachable, and service-oriented personality

What We’re Looking For

• A proactive leader with strong integrity and professionalism

• Someone who thrives in a fast-paced hospitality environment

• A team player who values collaboration and guest satisfaction

• A professional committed to continuous improvement and service excellence