Reservations & Groups Team Leader (Sales-Focused)

About the role

Generator is building a high‑performance Central Reservations Office that drives global revenue growth. We are seeking a commercially driven Reservations & Groups Team Leader to lead, inspire, and elevate a sales‑focused reservations team in a fast‑paced, international environment.

Key responsibilities

• Lead daily operations and performance of the Groups & Reservations team, monitoring KPIs such as conversion, revenue, SLA, upselling and productivity.
• Manage outsourced reservation teams and external partners, ensuring service quality, alignment with SOPs and commercial standards.
• Conduct regular performance reviews, calibrations and operational follow‑ups with outsourcing providers.
• Coach and develop agents through feedback, training and performance management to shift from order‑taking to proactive selling.
• Support complex negotiations and high‑value group opportunities, driving outbound sales initiatives.
• Collaborate with Revenue Management to maximise occupancy and profitability.
• Ensure operational excellence across systems, billing, deposits and booking accuracy.
• Identify and implement process improvements to increase efficiency and foster a high‑performance culture.

Required profile

• Fluent in English and French; additional languages are a strong plus.
• Proven experience leading hotel reservations or groups teams.
• Experience managing outsourcing partners or remote operational teams.
• Strong commercial mindset with a focus on sales and conversion.
• Ability to coach, motivate and develop high‑performing teams.
• Excellent analytical, problem‑solving and stakeholder‑management skills.
• Highly organised, resilient and adaptable in a fast‑paced international setting.

Required skills

What we offer

• Opportunity to shape a growing Central Reservations Office within an innovative, globally recognised brand.
• Dynamic, collaborative environment with a focus on performance and career development.