The Reservations Supervisor provides general supervision and management support across all aspects of departmental operations for the Hotel Reservations Contact Center. Builds and maintains a positive working environment that attracts and retains high-quality staff.
- Promotes a sense of customer service perfection, collaboration, harmony, motivation, recognition and continuous improvement at all times.
- Cultivates relationships and maintains open lines of communication with internal and external department members and senior leaders.
- Responsible for daily review of Reservations Specialists schedule adherence and productivity, including monitoring of shift schedules to ensure specialists are logged-in and ready to accept calls as scheduled.
- Monitors contact center phone workgroups, email and fax inboxes and Reservations Specialist productivity and efficiency throughout the day to ensure maximum operational performance.
- Supervises the CXone dashboard system to ensure all inbound phone workgroups are operating efficiently.
- Responsible for reporting system issues to the information technology support center immediately, alerting management and following up as needed to ensure prompt resolution.
- Provides assistance to the 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 continuous improvement.
- Identifies remedial training needs, corrective action and dynamic discipline as needed for individual team members and collaborates with department managers to implement accordingly through established policies and procedures.
- 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.
- Adheres to company standards and maintains compliance with all policies and procedures.
Why do Team Members Like Working for us
- Competitive Base Pay Plus Commission.
- Recognition Programs and Rewards.
- Discounted Hilton hotel rates worldwide!
- 401(k) program with company match!
- Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation.
- Employee stock purchase program.
- Tuition reimbursement programs.
- Numerous learning and advancement opportunities.
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.
- Serves as a key subject matter expert on all aspects of contact center operations and maintains ongoing knowledge of all company resorts, products, services, policies, procedures and processes.
- Collaborates with managers, training and quality assurance partners to develop training itineraries and materials that cultivate team members skill set development and growth.
- 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.
- Supports and advocates company and departmental policies, processes, business goals and initiatives and proactively adapt and accepts change to serve as a role model for team members.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Strong organizational and task management skills, with the ability to effectively prioritize multiple projects and work efficiently within time and resource limitations.
- Basic to intermediate computer skills with Word, Excel, Outlook, PowerPoint and Internet.
- Strong communication skills, both verbal and written, are essential for success in this role.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.