This position is responsible for overseeing daily reservation operations for the support team, ensuring high quality customer service standards are maintained while helping sales supervisor maximize call handling, conversion rates & revenue. The job duties of this position include, but are not limited to:
- Supervise, directly and indirectly, 7-15 employees.
- Coordinate, supervise, and monitor reservation support operations, with emphasis on maintaining high customer service standards while ensuring wholesale, quality control, and package fulfillment duties are completed.
- Run the various reports needed for package fulfillment, entering lift tickets, delivering packages, and taking wholesale calls as needed.
- Implement and maintain quality assurance program for reservation accuracy.
- Ensure proper close-out procedures for RPOS and various reservations systems are followed.
- Assist in monitoring call volume and call handling, make decisions necessary to ensure effective call processing is achieved, including adjusting staffing levels & re-assigning duties, taking calls and messages for callback.
- Assist Sales Supervisor in monitoring agent calls to evaluate and document performance related to knowledge of products and procedures, accuracy of information and reservation processing, efficiency, professionalism, customer service and effective phone sales skills.
- Personally handle escalated customer service calls from guests, travel agents, wholesale representatives, front desk and group sales staff. Investigate, research, and resolve issues effectively, communicating with appropriate parties and negotiating win/win resolutions that lead to positive long term customer relationships.
- Observe, investigate, research and diagnose reservation system issues to determine the proper procedures for resolution. This may include coaching agents on proper procedures, documenting and reporting system performance issues, escalating issues by alerting IT/IS personnel, and/or providing suggestions to appropriate individuals for system or procedural enhancements, for LMS system.
- Constantly communicate with various other department/company personnel to evaluate information, systems & procedures and assist with decisions to implement changes to increase efficiency and maximize guest service.
- Prepare various daily, weekly and monthly administrative/operations reports to properly process, review and analyze reservation trends, agent performance, and audit quality assurance performance.
Qualifications:
- High school diploma - required
- College level study in hotel management or other appropriate discipline - preferred
- At least 2 years of relevant hotel/condominium reservations or Call Center experience or a combination of education and experience from which comparable knowledge and skills are acquired - preferred
- Ability to multi-task, prioritize effectively, plan and delegate work projects - required
- Excellent written and verbal communication skills - required. Strong negotiation skills - preferred
- Good administrative, organizational skills and attention to detail - required.
- Knowledge of and experience with operating general office machines - required. (PC printer, Fax, Copier, multi-line phone systems.)
- Strong customer service skills required with 2+ years direct customer contact experience - preferred
- Strong supervisory skills required with 1+ yrs previous supervisory or leadership experience - preferred
- Strong computer skills required. Computer data entry experience - preferred
- Experience in using computerized vacation or property reservation systems - preferred
- Strong analytical skills with ability to research information and investigate circumstances - preferred
