Booking.com "team leaders" Reviews | Glassdoor.co.uk

Booking.com Employee Reviews about "team leaders"

Updated 5 Feb 2020

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3.5
67%
Recommend to a Friend
78%
Approve of CEO
Booking.com President and CEO Glenn Fogel
Glenn Fogel
169 Ratings
Pros
Cons
  • "Some Team leaders treat their agents differently(in 129 reviews)

  • "Customer service department has very high turnover rate(in 100 reviews)

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Reviews about "team leaders"

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  1. "Great place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Accommodation Service Executive in London, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Booking.com full-time for less than a year

    Pros

    great working environment, excellent people, career opportunities, management support, quarterly bonus, free meal, team outings

    Cons

    changes are happening too fast sometimes and not everything is always communicated the way I would like, middle managers /team leaders/ are sort of hit and miss when it comes to their skills

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    Booking.com2016-11-23
  2. Helpful (5)

    "More disappointing than Game of Thrones"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative 
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Booking.com full-time for more than a year

    Pros

    - You will meet many people from different Countries (you can do that just leaving your house in the morning, too by the way). - You will be part of a magical wonderland where your team is all that matters until you start looking at progression and those people will become the reason you will not get that promotion. - You will get a discrete salary for the city you are living in, just for being on the phone all day - Free meals and a warm place to work in (sometimes way too warm though...) - The many charity support events

    Cons

    This company used to be a 4/5 stars. - Management - Management (yes, again) - Lack of communication between the different departments (please people, is 2020) - Projects thieves around every corner - Don't work for the bonus, it is just not worth your time - Your visibility and interest in ''being social'' count more than your skills - Your feedback is completely useless. If you are smart enough you will use it to show that you have your workplace at interest, otherwise get ready for some good disappointment - Your colleagues are not going to back you up because, cmon, everyone has to pay their rent at the end of the day - 3 sickness instances IN A ROLLING YEAR? You still hire human beings, not robots. Sarcasm, badmouthing, jealousy. These are only three of the bugs that spread around the office(s). And it is such a shame by the way. Yeah, feel free to go to work with your high heels, colorful skirts, pink hair, tattoos and piercings, but the truth is that the only way to feel free is to not care about the others, just like any other place in the world. Nothing but another corporate growing too fast. Too big to be small and too small to be big. Quantity over qual...people. Colleagues more keen on challenging you just because you’re not giving them what they want, rather than having any sort of work ethic. The main issue of the company right now is the total incapability to the feedback on board, forward it to the right people (well of course, due to the huge lack of communication) and actually do something with it! You think someone is going to sit in a room and discuss the so much wanted and requested feedback, but the truth is that they already have it all planned and you can't do anything about it. And you'll get laughed in your face about it by those who are in charge of weighting your performance. I wonder who's weighting them... Everything comes from Global. Nice way to avoid taking ownership of actions, classy. Agents will have about 4-5 main changes per year in their role, with no chance to speak up (again no space for feedback). Seniors are...what do they do again? I'm pretty sure at this point they don't even know where they stand. Team leaders? A bunch of high school kids. Not all is bad out there, but most them are. CSMs. Well, they are Team leaders with more power so basically anything can happen. WORKPLACE. Let's talk about it. You have people posting pictures with their partners, creating groups absolutely NOT WORK RELATED like some kind of fashion show and you just don't do anything about it and you just let them use the company hashtag #b."anything-that-pops-in-my-mind" in the wrong way. Even who doesn't care about Workplace is annoyed. No matter how many reports, complaints, emails, chats and comments will be forwarded against someone, they'll generally end up leaving simply because a better opportunity came up for them. Instead of admitting that they're just incompetent, patronising and poisoning for whoever work around them. Well, at least they leave. Sometimes. If you have an idea, a good one, make sure you register your patent before bringing it to someone because they will know how to take it, put their name on it and get all the credit while they're listening to you talking. And then leave, cause they will become your team leaders. If the CEO intend to even remotely consider this review as constructive, please rethink the company you’ve now taken FULL ownership for and listen to what you hear, cause your employees are complaining, crying, speaking up and your management is just choosing not to listen to them. Quoting your words about BAM 2019 ''It didn't work''. You have the chance to make it work now. Booking.com is nothing but a good student that has potential and just doesn't care enough about it. With our previous CEO we’ve lost the human touch that was what made Booking.com different. Oh, and by the way, telling your employees worldwide that <>, it’s really not. Whether this is true or not, you gotta have the ability to give a bad news keeping your staff motivated and starting 2020 with the message that all our hard work was ‘’ok’’ was like a thousand knives in our hearts. The biggest mistake it's been starting a company open minded and ready to welcome everything and everyone (yeah, maybe you should've set some standards in the past about this) in this magical loose world where there was barely a rule and now is all about restrictions, scripts and customer satisfaction. How about your employee experience first for a change?

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    Booking.com2020-02-05
  3. Helpful (5)

    "Office need serious audit"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - CS Partner Specialist in London, England
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I worked at Booking.com full-time for more than a year

    Pros

    You get some benefit like travel discounts and some cash back. Clean office, week-end pay rate is somehow good 60% extra. The office has a free canteen operating including week-ends. Free coffee, tea, fruits in the office. Gym and shopping discounts. Multi cultural office you find people from all around the world.

    Cons

    Majority of management are really to dismiss for lot of reasons. Favouritism is one of the reason, they do not promote an employee on merit or work but based on relationship with that person. They promote people who just walk around office and flirt with management. There has been many sexual scandals in the office. Ofcorse once it’s done they start to fire but there is no vetting before recruitment, since they also recruited criminals as well, not a safe environment. Team leaders retaliate indirectly against employees if there is any report of misconduct against them and they have kind of solidarity amongst them when it comes to employees complaining about them. Most of team leaders are not qualified, they are just talkative and try to impose themselves by talk. There is little assistance to employees, you just wonder why they wanted the title of TL. They lie on the top. Talking about lying their operations with either customers or hoteliers imply lying in some circumstances and they do tell you this straightforward. Either sometimes by hiding important information on bugs and mistakes from their IT system or human mistake.

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    Booking.com2019-12-03
  4. Helpful (15)

    "big pressure, unfair treatment,"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Specialist in London, England
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I have been working at Booking.com full-time for more than 3 years

    Pros

    The company has a friendly environment as employers and managers are young. Many activities taking place, salary is quite good when you do unsociable hours such as Saturday and Sunday. lunch Provided for free

    Cons

    - The office is not stable as the management is changing all the time. - Agents are leaving the job quickly due to the high pressure in the office. - All team leader can intervene in other teams affairs and agents. - To get promoted in position is not based on experience or hard work but on people you know and hung around all the time (need to have the same principles and values as them) or you need to be Italian. - Some Team leaders treat their agents differently. - The holiday can not be taken unless the computer allows you, and never gives what you asked for. or can allow it at the last minute when the travel ticket is extremely expensive. - Big pressure on agents to reach the target which is changing all the time in order to push agents till the edge otherwise you will put under PIP program to increase the number if not you may get fired. - The office is currently currying an investigation in regards to the outbound call, as due to the big pressure, agents started calling suspended numbers in order to decrease their (finalize time) and to close their uncomplete cases such us complains and relocation. but the management considers this as gross misconduct and dismissed many of them. - The investigation was unfairly handled, some agents were not invited to this at all, some got just a warning and many were fired without taking their (3 or 5 years) great performance into consideration, however, if the team leader is you friend and you are one of the B.ready Agent you will have the privilege to get the asylum to be protected .

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    Booking.com2019-09-22
  5. Helpful (8)

    "Serious problem with the office management"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - CSE in Cambridge, England
    Doesn't Recommend

    I worked at Booking.com full-time for more than 5 years

    Pros

    Great co-workers, international work environment, a proper global set up, still the local management and draconian policies that are on basically restricting basic human rights, spoiled something quite good! I worked for CBG office for more than 5 years, and at the start, there was strong management, quite strict but strong, and their decisions were based on the benefits of business (promotions, career development, team structures), not on the basis who is your favourite in the office. Basically, there was a vivid intention to stick to the company's code of behaviour and meritocracy. Thanks to changes of the site managers, (a person got the position based on CV that was, let say, inaccurate), from bad to worse, once a good place to work, in 5 years changed to a place that was unrecognizable! From the best to the worst HR practice!

    Cons

    Customer service jobs are always difficult, still, as mentioned before, if the company has the right culture, providing enough support, training, downtime, and not pushing unrealistic targets and KPI's year on, it could be a good place to work. Just to sum up the main negatives: Team leaders are 90% local people that forged a strong connection, protecting each other no matter what they have done! Most of them are not highly educated (no degrees), on the other side, most of the employees are foreigners, with a strong international background and high education, they speak several languages, combined with good IT skills and master degree in various subjects. Still, the majority of employees doesn't know UK employment law. The management is fully aware of this fact and constantly takes advantage of young and vulnerable employees. The result is that incidents of bullying and sexual harassment were never handled properly. Just one example: during the post company's social event, a team leader sexually harassed an employee, a member of another team. The best practice, in case of young and vulnerable, would be to put the team leader in another office until the investigation is done (to prevent his influence on people's statements), and actually, the company should have advised the victim to go to the police and report the incident. None of that was put in place, the victim was silenced, and the team leader still works in the same office. HR is one of the weakest links in this business operation, and they just serve one purpose, to aid team leaders whilst firing employees. In spite of that, all serious official complains, submitted via regular company's channels, were never upheld. Even in the case when the members investigating the case and finding that the complaint was based on solid evidence, no appropriate action was taken to make things better. The sick leave policy is appalling, there were instances that employees with cancer were bullied into leaving the company (there is always disciplinary procedure), hence if you have young children, or occasionally suffer from flu or cold, this is not the place for you.

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    Booking.com2019-10-20
  6. Helpful (6)

    "Always cover your back!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Senior Customer Services Specialist in London, England
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at Booking.com full-time for more than 3 years

    Pros

    - Free lunch, warm soup/sandwich, bread and dessert with a salad bar or warm meal and salad bar - Free warm drinks, free fruit plus free cereal - The office stays upto date with festivals and implents the celebration if requested - Shorter lunch break allowing you to finish earlier, in time you'll realize this is not something to complain about. - Grace period - leave 15 minutes earlier or later (no earlier or later, this is monitored) - Area to grow if likable and enthusiastic - Nice open office with multiple floors (2) - Private lockers - Small shops nearby - Right by the station - Multicultural office - diversity - incentives in pay and flexibility to change shift pattern every 6 months - salary increases are good - booking freebies - quarterly bonus if on target. - possibility to have more days off for annual leave or more money.

    Cons

    - pressure to stay on target was unreasonable when a change of circumstances affected employees - even when on target, constant warning of going on a PIP (personal improvement programme), varied from TL to TL. - higher management failed to support when mental health was being effected (not all Team Leaders were bad, but some could make you feel uncomfortable). Mental health really needs to be supported especially when it is caused from stress on the job. - regardless of how long you've been in the company, there was not a sense of job security. I would advise all employees to join a legal union not matter what company you join but especially for Booking.com. - hard to trust some team leaders as some were two faced towards their own colleagues let alone agents. Never go alone in a displinary meeting. - once locked into pension after a certain time period, I was personally unable to leave however was told there was a way but clearly it wasn't made clear to me. - sickness- a TL once said to me to prove I was sick if I was sick and wasn't in work at the time if this was within the time period of the sickness period before having to provide a Dr's note but not all TLs needed to see you looking physically unwell. 3 sickness within a year max before going on a displinary. - TLs told me conflicting information of the companies sickness and lateness policies based on personal opinion without a proper source of proof online. (If ever in trouble, proof is required). - discount - 25% capt to 1000 EUR a year for friends and family, takes 3 months to recieve in paycheck so it's not upfront repayment. - overtime rate was always given with uncertainty, overtime was only available during peak and not for all languages. - everything is monitored, so follow you schedule, you can only be around 3 minutes off according to your schedule, 6 minutes is pushing it. This is a global statistic - if you get the wrong TL, things will not be easy, but having being there for may years I had the best and worst. A TL once said to an agent "you cannot become a Team leader, you don't have it in you, you're not ready yet". This agent then applied elsewhere for a more flexible position than the team leaders and is still building herself there within the same company, different office. That team leader still works in the office as it goes to show, your potential is what you make it, don't let people knock you when you're meant for bigger and better things.

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    Booking.com2019-08-21
  7. Helpful (11)

    "On a downward spiral as the years pass. Terrible place to work."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Senior Customer Service Executive in Cambridge, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Booking.com full-time for more than 5 years

    Pros

    - Paid lunches. - Enough employees to find some nice people to get you through the day. - Salary was competitive for the field. - Booking.com(as a company) is not a bad employer, it's specifically the Cambridge office that is a bad place to work.

    Cons

    The management over the past 5 years have taken this office in a really unfortunate and negative direction. Looking back, it was a great place to be, nearly everyone was happy to come to work. However, due to a steady influx of negative/idiotic changes, it's been turned into a joyless machine that churns through staff on a regular basis. My main points of contention are as follows: - High turnover of staff due to unrealistic expectations. And the ones that are left are thoroughly miserable and looking for other work. Horrible atmosphere in the office due to this. - The management have no sense of what it's like to be an agent, take no care in the wellbeing of their employees and just push them to edge of their sanity. It's as if they have come to an agreement that they don't want anyone in the company to last more than a couple of years(most likely so they can keep hiring cheaper new people rather than pay loyal, hard working employees a higher salary). - If you do manage to struggle through and survive the unrealistic targets set by the management, you're not rewarded for your loyalty. Being a long standing employee garners no benefits, the management don't want you there for long. - Equal opportunities doesn't exist. The only opportunities to be promoted are given to those who can consistently fake a positive attitude. To those who consistently tell the management what they want to hear. The hard working people, who add constructive criticism are punished for speaking out. - Very, very harsh handling of sick leave. All employees are under extreme pressure to never take a day off sick. If you are sick, on your return you have to justify that sickness and are asked questions like "How could you avoid being sick in the future?". They literally set targets such as "Don't be sick for the next 6 months". If you continue to be sick, it's highly likely that you'll be dismissed. - Clear favouritism towards Team Leaders, HR and Management. If you are a team leader, you can essentially abuse your position and get away with doing very little for a lot more money. Quite the opposite to that of agents and senior support staff. In my time there I saw many turning up late with no repercussions. Saw team leaders quite literally bullying agents, targeting agents that they didn't like to push them out of the company. HR are supposed to be impartial and there if you feel something is not right or not fair. The problem is that HR protects management and team leaders. They are far too friendly with them to remain impartial and professional. Due to being protected, they can do no wrong, as far as the company is concerned. - Planning/scheduling is all that matters anymore. Adhering to the ridiculous schedules is the only thing that management care about. There is no flexibility with your day. You're told when you can take a break and will be punished for being minutes out of adherence. Even if you're forced to be late for a break due to a difficult customer shouting at you on the phone for ages. I worked there a long time. I have near unlimited further points to justify why I think the Booking.com Cambridge office is a terrible place to work. But frankly, I've already given too much of my life to this company. Even airing my complaints is tiring. I hope that I've at least made it clear to those reading this that they should not apply for a job here. And to those who are currently working there, hang in there, keep searching, you'll find something much better soon enough. Avoid this office like the plague.

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    Booking.com2019-09-12
  8. Helpful (21)

    "ATTENTION TO HEADQUARTERS IN AMSTERDAM"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Agent in London, England
    Doesn't Recommend
    No Opinion of CEO

    I have been working at Booking.com full-time for more than 5 years

    Pros

    Free lunch, monthly office party, benefits.

    Cons

    I can tell you for free why the London office is one of the worst performing offices. There is a toxic environment which has come from decisions taken differently, based on subjective views and there is no equality between employees. It is absolutely right to ensure that attendance policies are adhered to, however those policies only seem to be applicable to customer service agents only and not senior members of staff such as team leaders or management. Examples of this are people losing their jobs or put under pressure for formal meetings and warnings, however team leaders are blatantly arriving late themselves in front of agents on more occasions than those people getting fired. Sometimes they try and cover it up saying they were in a meeting room when you can clearly see them running into the building. Agents are not able to see when their managers are late on the same system where every single customer service agent latenesses are shown to all employees. Also people are actually losing their jobs or having formal meetings led by those same team leaders. Another important thing is that employees wellbeing has been completely forgotten because it’s all about numbers and there is no human touch or empathy in any way. There is no appreciation or values for the agents which are the heart of this company and this obviously reflects in the quality of the performances as well. Investigations are performed on certain agents but not on others that have a really good connections with managers or team leaders and this has absolutely brought the situation to another level. Is no coincidence that employees have successfully sued the company multiple times. Also, imagine your job being on the line because customers voice their feedback over issues such as booking.com policies or hotel complaints via a questionnaire that is sent to determine their satisfaction on the interaction had with the agent. Career progression is extremely slow and it could take several months or years. Who is cheaky is rewarded against who works honestly and hard. Finally, employees want to raise their concerns as this is what this office has been going through lately but are scared of being targeted or victimised. This has to stop because something serious could happen and it could bring many people to mental breakdowns or even worse.

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    Booking.com2019-07-30
  9. Helpful (11)

    "Big company , big budget , worst management style and no"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Specialist in London, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Booking.com full-time for more than 3 years

    Pros

    Good payment rate for weekends shifts , Nice office and location ,

    Cons

    There is a huge lack of support from the management team towards the agents , - The London office is controlled by sort of troupes ( internal position are given to specific people , there is a huge discrimination hidden within the office , - There is a huge pressure on the agents on stats compared to the team leaders , the agents are required to stick to their targets weekly ,hourly and quarterly - There is huge lack of internal recruitment and there is no appreciations for high performance from the management team - The in one year period there was a huge number of resignations from top management team , which affect the atmosphere of the work environment - Agents are not able to take holidays only for specific time , however for the team leaders and management there is more flexibility , - Overtime is related to your kpi and based on the approval of the team leader which is not the case in the other offices , this is totally discrimination towards agents working in London office - there is unfair way of distributing the shift pattern of calls and emails for the agents , which cause huge pressure on the agents and the opposite on others , being on phone all day or working on emails all day is not the same at all . - Some team leaders are so unprofessional , there is not communication or leadership skills to see team leader jumping and running around like a child , there is not strict rules for the TL around the office or their schedules , some TL skip their meetings one to one to have some rest ,and some are not bothering to deal with their agents or their issues . - The system used to calculate the performance of the agents is not accurate and make huge pressure on the agents accordingly , - All CSMs cares about is the stats and reaching the targets of the contacts due to the pressure from the head office -Lack of training and professional from the outsourcing agents used by the company to cover the peak season busy time. which causes more work to the agents instead of helping reducing the backlog . - There is no appreciation of the experienced agents or their feedback towards the procedures and the work guidelines

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    Booking.com2019-08-15
  10. Helpful (4)

    "Customer service guest specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Guest Specialist in London, England
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I worked at Booking.com full-time for less than a year

    Pros

    Breaks and meals were provided

    Cons

    Everything else. From management to long working hours to being given 6/7 days of work when your contract says 5/7 working days per week and maximum of 40 hours. Most Team leader have no idea of customer service. You could only ask seniors for help but they were also very busy so somethings it was impossible to find solutions for guest. Overall I felt like a was a number and not a person. Very robotic work ethic and if you don't like it they would invite you to leave.

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    Booking.com2019-03-22

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