The Reservation Supervisor is responsible for supervising a team of Reservation Specialists and managing the day-to-day situations by performing the following:
Develops Reservation Specialists, which will include coaching, counseling, handling staff relations issues, and overseeing staff’s performance productivity.
Assists in creating departmental goals and incentives, and help to develop new procedures that allow the reservations team to offer an exceptional customer service experience.
Monitors and evaluates needs to meet or exceed the department’s standards in Sales, Customer Service and Attendance.
Communicates new procedures and enforces procedure and policy adherence.
Communicates on a continual basis with Reservation Specialists and the Vice President of Reservations.
Assist in creating a high energy call center environment through effective motivation and empowerment of staff.
Shares best practices within the department and offers innovative ideas for service excellence and efficiency.
Monitors sales reports.
Handles escalated calls and issues that occur.
Monitors call queue and is responsible for communicating the need to adjust staff schedule to accommodate call volume.
Oversees the timely completion of special tasks that are assigned to Reservation Specialists.
Assists in the development and maintenance of relationships with travel agencies and direct guests.
Handles high-level tasks that require supervisory handling and approval including, but not limited to: special-rate bookings, reservation cancellations and revenue and commission adjustments to bookings.
Maintaining Reservations knowledge base tools and reference materials.
Excellent interpersonal and communication skills (verbal and written).
Strong intellectual, leadership, organizational, self-management skills.
Prior travel industry experience preferred.
Previous supervisory experience preferred.
Excellent customer service and sales skills.
Knowledge of geography.
Position is located in the Westlake Valley area, paying $55k/annually.