Booking.com Employee Reviews about "team leaders"

Updated Jan 18, 2021

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Found 60 of over 5K reviews

3.8
76%
Recommend to a Friend
76%
Approve of CEO
Booking.com President and CEO Glenn Fogel
Glenn Fogel
932 Ratings
Pros
  • "Open environment, Good Benefits(in 120 reviews)

  • "Great environment and friendly staff(in 101 reviews)

  • Cons
  • "Very low salary, required to work BH(in 68 reviews)

  • "For example should a staff member that happens to be gay, is in the wrong no one will say anything as that person will scream homophobia(in 60 reviews)

  • More Pros and Cons
    Pros & Cons are excerpts from user reviews. They are not authored by Glassdoor.

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    Reviews about "team leaders"

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    1. 4.0
      Former Employee, more than 3 years

      Overall a great company but beware of inter-office politics

      Feb 9, 2017 - Customer Service Trainer in Grand Rapids, MI
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Great work environment: collaborative, creative, and flexible. They understand employee engagement and strive to empower people. Lots of non-monetary benefits.

      Cons

      Your experience may vary depending on your team leader and her/his leadership style. There are cliques especially in some of the more established teams that can create negative impacts.

      3 people found this review helpful
    2. 4.0
      Former Employee

      Recommended for singles only

      Aug 1, 2016 - Customer Service Executive 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      More so than customer service, you're actually playing the 3rd party or middle ground between Hotel and guests who booked through Booking.com. The normal phone calls consists of cancel reservation requests to answering questions about the hotel the potential guest are trying to book. There is a set of procedure you need to follow regarding complaints, so if you memorize and know it well, this job is no challenge at all.

      Cons

      I enjoyed working at this place, but the attendant policy was too overwhelming. The company uses a point-formula where you're basically given 6 points to lose until you're terminated. For every time you call in, you get a point taken away. if you happen to call in on a weekend when you're scheduled, you lose two points. You can absolutely regain your points, but you'd have to have perfect attendance (no tardy or absence) for 30-days in order to gain back one point. Ridiculously, when you get 3 points taken away, your team leader would ask you for a one-on-one talk and basically warns you on what's going to happen if you keep losing points. Also, you are basically put on a probation for 1 month until you gain back your point to drop it down to 2. What probation means is that you cannot bid to change your schedule or even consider changing department/promotion opportunities.

      15 people found this review helpful
    3. 1.0
      Current Employee, more than 3 years

      Improvement needed

      Feb 12, 2019 - Customer Service Representative in Grand Rapids, MI
      Recommend
      CEO Approval
      Business Outlook

      Pros

      The customers make the day go by fast.

      Cons

      Some of the team leads take their job way too serious. On the day shift she would like to be more of a parent than a team leader. She doesn’t know how to speak to her to team members or coach them no one likes her. I would not recommend Booking.com especially with the team lead I have.

      Continue reading
      6 people found this review helpful
    4. 1.0
      Former Employee, less than 1 year

      Worse Company Award!

      Sep 10, 2017 - Customer Service Executive in Bellevue, WA
      Recommend
      CEO Approval
      Business Outlook

      Pros

      The only pro for Booking.com is the diversity. Nothing else.

      Cons

      The internal communication is fail, with divergent info in each department and between departments as well. HR and director knows about the problems, but they prefer to ignore what happens. They don't really care for employees. HR usually close tickets opened by employees without solve the problem. Is really frustrating. If you get Sick and need to request PTO, you run the rick to have your PTO denied because doesn't matter the reason, you have to tell HR 24 hours in advance that you need PTO. Depending of your team leader, (s)he is going to say that you can Not use the bathroom in the first or last hour of work!! You have also to have print-screen of Everything that you do, because your team leader can decrease your worked ours without your knowledge, besides say that you checked-in late even if you were there on time, but could not login due technical issues. They want you to work on your breaks and lunch. Turnover is extremely high. Must people don't hold the job for more than 6 weeks. In the interviews and during career fairs is said that employees can apply to other positions in the company in 6 months. However, that is not true. Minimum time is 1 year, unless you are an exception, in other words: if you have great contacts And your team leader Really wants to help you. No Booking.com for me anymore.

      Continue reading
      8 people found this review helpful
    5. 3.0
      Current Employee, more than 1 year

      It's was awesome but its losing it awesomeness

      Aug 30, 2018 - Customer Service in Grand Rapids, MI
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Benefits and Pay will keep you there. 20 PTO days off with options of getting more by working holiday's. Health insurance is great. It's fairly easy. OT during the summer.

      Cons

      You have little control in the term of customer service most of the control is held by the hotels. Which when your judge on customer satisfaction can be frustrating. They have been moving away from a EU employee centered office model to more American office style taking away Benefits. They have taken 2 away just this year (2018). Hire out more than promote within for team leader management positions. Some of the hours can be not the best. High turnover. You have to correct problems with reservations by outsourced agents from 3rd party companies they hire in the US and aboard. We now have more outsourced 3rd party agent offices than actual Booking.com agent offices.

      Continue reading
      7 people found this review helpful
    6. 3.0
      Current Employee

      No one will do it for you

      Oct 7, 2016 -  
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Free fruit, trips to Amsterdam, and your colleagues. Seniors are the most helpful and willing to push you along in your career. Team Leaders lean on the seniors for everything regarding procedures and navigating the extranet and website.

      Cons

      Keep track of your great work, and get ready to defend it. Theres a microscope on where You can improve and this will cost you your bonus. No one is going to do it for you. You can not count on your Team Leader to even bee around or have the the Booking values to go to bat for you.

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      8 people found this review helpful
    7. 1.0
      Former Employee, more than 1 year

      Great experience but management is a hassle

      Jun 4, 2015 - CCEII in Orlando, FL
      Recommend
      CEO Approval
      Business Outlook

      Pros

      - Shift flexibility - Competitive pay - Office environment/appliances

      Cons

      - Favoritism - (Team leads) do nothing - occasionally email the team - and stays hours away from their desks - The drama and gossip is insane here, if you go out with a coworker- the next day the whole call center (+400 people) will be knowing - Team leads have their own little clique and do not assist you to develop as they fear competition to lose their jobs - If your not "close" or if you don't like your Team leader or Operations Manager you can forget about applying for an internal promotion - Team leaders will share any personal information about you with other leaders from their team members, its like a soap opera - If you commit a mistake, you will be known for it and management will never forgive you and it will stay on your "file" forever

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      10 people found this review helpful
    8. 2.0
      Former Employee, more than 1 year

      Good benefits, but weak management

      Jan 31, 2016 - Customer Service Representative in Bellevue, WA
      Recommend
      CEO Approval
      Business Outlook

      Pros

      The company gives great discounts on hotels and good insurance.If you have a good Team Leader you are lucky, but if no...I am sorry

      Cons

      Weak management.In our office in Bellevue promotions seemed to be approved by one amorous Team Leader who did not like serious, educated, not flirty women.This situation gave power to a lot of mediocres and people who do not improve quality in the company, but just never argue and do not have their own opinion.Quality control in the company is quite unfriendly to employes and only busy with being nice to those who promoted them. Very low emotional intelligence is a mark of the company that I have noticed in 2015.

      Continue reading
      5 people found this review helpful
    9. 3.0
      Current Employee, more than 1 year

      CSE: The Last Job on Earth You Will Ever Want

      Nov 5, 2015 - Customer Service Executive in Bellevue, WA
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Free parking lot (Free Orca for public commuters), Free fruits, Free Starbucks coffee (8+ types of coffee drinks), Great view from the office, Bonuses (per quarter), Health benefits, Allowances for booking hotels on Booking.com, Genius member benefits on Booking.com, Free company trip to Headquarter (Amsterdam), Fun events (potluck, games, etc.), Overtime opportunities, Free Tazo teas, Ping pong table.. If you are stuck looking for a right job for you, this is a great position temporarily. At least you have a job until you find one.

      Cons

      Starting from what is behind Pros of this company: Free fruits but most of time they are being rotten (if you work on weekends, you don't get fruits at all sometimes), Bonuses but your personality have to be approved (?) by management to get qualified for bonuses after they evaluate it (I'm talking about your personality not your performance, so you'd better play it right when you get hired: Opinions can be perceived as "negative attitude". Oh, if you are introverts, the management may think you are being unfriendly with your coworkers, therefore you may not get bonuses you deserve), Fun events (potluck, games, etc.) but potlucks has to be brought out of your pocket (if you do not attend this, management may think you are not being friendly with your coworkers. If you bring pre-made stuff from a store, people don't eat them and you are pretty much wasting 10-20 bucks just for that event, also you still have to work as scheduled), Overtime opportunities but most of time it is limited, please don't count on this. Ping pong table but don't get fooled by fun-environment-looking-office. When a recruiter shows you around the office. If you want to know if CSEs are really liking and enjoying their work, then talk to them directly. Other cons: Remember, this is "Customer service job" after all. Yes yes you will encounter very rude people on the phone every single day. I cried on my first day. There are very limited number of promotion changes. Lots of people leave at the end, very high turnover rate. CSE positions are for people who don't have any other job opportunities, SERIOUSLY. Everyone at cafeteria talks about how they are looking for other jobs right now. Management tells you not to use cellphone on the floor for security purpose (to protect customer's credit card details) but your team leaders are smirking texting god who knows who/what on their smartphones while you are trying to find a hotel for the guest who just lost their reservation because the hotel was overbooked and needs a room right now. Then your team leader will kindly tell you later that you were not being that productive. If one of your colleagues confront your team leader about their cell phones, do not expect that our opinion will matter or change the mindset of the management. Remember, you cannot change a thing when it comes to a management. Do not have opinions, don't be honest with the management, just act as if you are super happy to be there just for your own sake. Play cards right. It doesn't matter how hard you are trying to get better at what you do, the management will still make you feel like you are not good enough for their team if your numbers are not great. Most importantly, please do not get sick. I know it's almost 2016, and we live in USA but please do not get sick and miss work if you don't want to get terminated once your penalty points are accumulated up to 3. Please note your doctors note does not matter.

      Continue reading
      13 people found this review helpful
    10. 3.0
      Former Employee, more than 3 years

      Great place to work for, until the new CEO came in

      Dec 28, 2020 - Customer Service Specialist in London, England, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Great place to work, due to the high KPIs the company offered many incentives such as high pay, different shift patterns and cashback for properties booked via the platform. Moreover, this is a great company to work for especially coming out of university, as the atmosphere is primarily young, active and diverse. I was able to constantly swap my shifts and have time off in the future without using my holidays, free food, free coffee and free healthy snacks.

      Cons

      No company is ever perfect, but please take this as constructive criticism. In order to have a good work-life in Booking, depends on the Team leader that you are assigned to. As micromanagement is at the forefront in this role, luckily my TL treated us like adults and continued to let us get on with our work, so long as we met the office targets; whereas other TLs will put a lot of high pressure on their agents in an attempt to surpass the min office targets, as a result, this is counter-intuitive and produces the opposite results. The TLs only want high results so that they can get higher bonuses and if that does not happen, they will find ways to make the agents work-life not so great, giving them an excuse to leave the firm and thus giving the TLs better stats, leading to another criticism, the firm is all about numbers. Whilst they heavily preach that the "customer is at the centre of everything we do", could not be further from the truth. I will not go into full details, but due to the firm being so stat driven and TLs wanting high team stats, this has led to agents cheating the system, in order to elevate the pressure that they are receiving and not be constantly threatened with a Personal Improvement Plan or dismissal. It is very hard to be dismissed by this firm, and that is a good thing however some of the TLs will try to find ways if the agent is not meeting their personal expectations, even though they are meeting office targets. Nonetheless, I do admire the organisation trying to find ways to improve personal development and hire from within, but unfortunately, Booking is also a victim of brown nosing and who you know, in order to be promoted or to be part of certain CRM projects. This company is a very LGBT friendly environment and that is amazing for being inclusive and progressive, however they are constantly shoving their own beliefs in our throats and it can be overwhelming at times. Some staff and Management as well need to be reminded that this is a workplace and not a drag Queen race or a club. I have seen some pretty obscene stuff and heard some pretty hurtful things for someone having an opinion or raising concerns. For example should a staff member that happens to be gay, is in the wrong no one will say anything as that person will scream homophobia. I strongly believe in equality and that we need to treat everyone the same, but we need to be professional and if there is insubordination, people should be able to comfortably raise concerns to management as this is a workplace. Lastly, the new CEO Glenn I would describe him as a Shareholders w3t dream, but just like when seeing a lady of the evening, the pleasure is only temporary and does not last very long. Some of the decisions that he has made are understandable, given the current pandemic; however in the long run, it looks like he will be shifting operations over to the USA due to its lax labour laws in comparison to the EU and closing some operations down and giving them to 3rd parties instead. Working life was great under the previous CEO Gillian, who recognised the importance of work-life balance, however as I cannot go into detail, some of the decisions made are highly questionable and that has led to a mass exodus of staff leaving the company, whether this was intentional or not, we will never know but staff retention and satisfaction were very high under Gillian, but the trend is now declining under the new CEO. Finally, I would still recommend this company, it is a great place to work with great people, however due to an American CEO who not only knows how to please the shareholders but also taking over a European company; please be aware that you are now a number and expendable, only work for Booking if it meets your personal criteria and goals.

      Continue reading
      7 people found this review helpful
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