The Reservations Lead Agent oversees the daily operations of the call center floor and acts as manager on duty in terms of managing call volume, daily reporting, resolving guest issues and making appropriate business decisions. Additional job responsibilities include (but are not limited to):
- Ability and desire to work a flexible schedule including nights, weekends & holidays is required.
- Provide timely guidance and feedback to help others strengthen specific knowledge/skill areas to achieve business goals.
- Resolve guest issues in the best interest of the guest and the company.
- Monitor CMS (call management system) and report hourly call volume.
- Complete daily checklist of reports and procedures to ensure office runs consistently and efficiently.
- Answer phone calls and provide guest service and convert opportunites into sales.
- Ensure that all policies and procedures are being followed consistently and report agent disciplinary issues to management.
Job Requirements:
- Previous supervisory and/or call center experience required.
- Experience with Tour Partner preferred, knowledge of MS Office is required.
- Successful candidate will possess strong leadership, customer service and communication skills.
- Previous hospitality experience preferred as well as guest service & sales experience.
- High School diploma or equivalent-preferred.
- Must have the ability to multi-task and coordinate follow up on outstanding issues.
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