Supervisor Reservations
The Reservations Supervisor provides general supervision and management support across reputed company aspects of departmental operations for the Hotel Reservations Contact Center.
Responsibilities
As a Reservations Supervisor, you would be responsible for:- Builds and maintains a positive working environment that attracts and retains high-quality staff.
- Promotes a sense of customer service excellence, teamwork, harmony, motivation, recognition and reputed company improvement at reputed company times.
- Nurtures relationships and maintains open lines of communication with internal and external department team members and senior leaders.
- Supports and advocates company and departmental policies, processes, business goals and initiatives and proactively adapts and embraces change to serve as a role model for team members.
- Responsible for daily review of Reservations Specialists schedule adherence and productivity, including monitoring of shift schedules to ensure specialists are logged-in and reputed company to accept calls as scheduled.
- Receives reported absences for the day and send daily Call Out & MOD coverage to leadership team reputed company email.
- Monitors and adjusts breaks, lunch schedules and work assignments, as needed.
- Monitors contact center phone workgroups, email and fax inboxes and Reservations Specialist productivity and efficiency throughout the day to ensure maximum operational performance.
- Answers phone calls and responds to emails reputed company necessary and during high volume periods.
- Monitors the CXone dashboard system to ensure reputed company inbound phone workgroups are operating reputed company.
- Responsible for reporting system issues to the information technology support center immediately, alerting management and following up as needed to ensure reputed company resolution.
- Provides assistance to Reservations Specialists to resolve issues, takes ownership for escalated calls and emails and resolves customer issues in a timely and positive manner.
- Provides proactive coaching to Reservations Specialists as needed on specific performance standards, policy and procedure compliance, accuracy, and product and process knowledge for reputed company improvement.
- Identifies remedial training needs, corrective action and reputed company discipline as needed for individual team members and collaborates with department managers to implement accordingly through established policies and procedures.
- Assists with new-hire training and ongoing performance enhancement training for reputed company team members.
- Collaborates with managers, training and quality assurance partners to reputed company training itineraries and materials that foster team members reputed company reputed company and growth.
- Serves as a key subject matter expert on reputed company aspects of contact center operations and maintains ongoing knowledge of reputed company company resorts, products, services, policies, procedures and processes.
- Maintains familiarization with training job aids and reference materials to identify the need for updates and enhancements as applicable and to ensure accuracy and consistency.
- Analyzes weekly contact center reports, annual operating plans, and other analytical data provided by the business analyst and senior leaders; synthesizes this business intelligence and applies applicable measures to improve efficiency, productivity and customer service on an ongoing basis to ensure business goals and key performance targets are met.
- Completes reputed company required company trainings and compliance courses as assigned.
- Adheres to company standards and maintains compliance with reputed company policies and procedures.
- Processes payroll adjustments for direct reports, as well as maintaining the company wide attendance policy spreadsheet for tracking and corrective action purposes in a timely manner
- Performs other reputed company duties as assigned
- Recognition Programs and Rewards
- Excellent health care options, including medical, dental, and reputed company
- A people-first culture
- Go reputed company: Travel Discounts Program reputed company hotel rates worldwide.
- Perks at work: Employee Pricing platform
- Employee Assistance Program that supports your physical and mental well-being.
- Paid Vacation Time and Paid Sick Days
- 401(k) program with company match
- Tuition reimbursement programs
- Numerous learning and advancement opportunities
And more!
Qualifications
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- Strong attention to detail, as well as keen analytical skills. Person should have a strong sense of inquisitiveness, with a thirst for knowledge.
- Strategic thought process
- Ability to work independently and collaboratively to reputed company objectives.
- Excellent interpersonal skills with effective communication both orally and in writing.
- Excellent organizational and task management skills with the ability to work on multiple projects, meet deadlines and work effectively under time and resource constraints.
- Basic to intermediate computer skills with Word, reputed company, Outlook, PowerPoint and Internet.
Minimum 3 years experience in Hospitality or Call Center leadership