Senior Team Leader
Senior Team Leader
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Job Description
The Senior Team Leader is responsible for leading and developing a highperforming team of luxury sales consultants. This role involves enhancing operational efficiency providing timely followup guidance and acting as a bridge between the Sales and Operations teams to ensure effective communication and of initiatives. Additionally the position offers an excellent opportunity to enhance business knowledge and foster professional growth. Key responsibilities include overseeing daily team operations mentoring team members analyzing sales performance metrics and implementing strategies to optimize sales processes and achieve company goals.
Job duties & responsibilities:
This dynamic position will build upon the responsibilities of a Team Leader Reservation Sales incorporating additional responsibilities such as:
Team Leadership & Performance Management:
- Lead mentor and support a team of reservation sales consultants to achieve performance targets.
- Manage a team of luxury sales consultants enhancing center performance in sales and quality service.
- Support the team in handling highvalue reservations with attention to detail and personalization.
- Support Team Leaders by assisting with daytoday operational questions and providing immediate support to Sales Leadership.
- Monitor KPIs service levels and quality assurance to maintain a luxury customer experience.
- Implement operation strategies to enhance Team Leaders and team productivity motivation and engagement.
- Conduct regular performance reviews and provide coaching for continuous improvement.
- Responsible for ensuring that the team achieves high scores on corporate Employee Satisfaction Surveys (ESS) and Develop Action Plans by collaborating with team members to create targeted strategies addressing identified issues aiming to enhance job satisfaction and engagement.
Training & Content Development:
- Liaise with team leaders and reservation sales to propose and develop content for luxury and sales coaching and monthly meetings.
- Create and maintain Reservation Centre Excellence sales training and develop programs for delivery at GRC.
- Work with the Sales Leadership team to identify and coordinate training efforts to improve center performance operational procedures sales and customer service abilities of team members.
- Liaise together with the Senior Reservation Sales Manager on Educational Tours creation and organization ensuring effective training and property visits for the team.
Operational Excellence:
- Ensure compliance with company policies and operational standards.
- Collaborate with crossfunctional teams to streamline processes and optimize efficiency.
- Provide datadriven insights and reports to senior management for workforce planning.
- Suggest resource allocation to ensure team efficiency and effectiveness not limited to Leaders and Consultants.
- Report at Operations meetings on behalf of the department.
Liaison & Industry Engagement:
- Collaborate and liaise with operations leaders in other departments (e.g. Quality and Learning Sales Support team T&C Workforce Planner) for daily inquiries.
- Stay current on industry trends and best practices to continuously improve team performance in sales.
Workforce management:
- Ensure the team holiday forecast is uptodate and aligns with center expectations.
- Work closely with Workforce Management (WFM) to ensure shift allocation is fair and efficient.
- Act as a backup for WFM in creating and managing the team schedule.
- Take ownership of team leaders schedule creation to ensure seamless operations.
Qualifications :
Your experience and skills include:
- Fluency in English (C1 is required.
- Proficiency in another language is a plus.
- More than three years of experience in a similar role within a call center environment.
- Strong knowledge of software platforms such as Salesforce Tableau and AWS along with center reservation systems.
- Exceptional proficiency in Excel and other BI tools.
- Outstanding verbal written and listening skills as well as effective questioning techniques.
- Strong interpersonal communication and leadership abilities with the capacity to influence and build relationships at all levels.
- Proven ability to exceed revenue targets and effectively manage sales functions in both startup and established settings.
- Positive attitude adaptability natural collaborator quick and organized thinker and capable of multitasking.
Additional Information :
If you are passionate about luxury and sales and are looking for a role that values genuine interactions and exceptional guest experiences apply now to become a Senior Team Leader with us. Lets create unforgettable experiences together.
Location and Availability Requirements:
- Must be currently legally entitled to work fulltime in Spain
- 39 working hours/ week
- We offer rotating shifts
- 2 consecutive days off (two weekends off per month guaranteed)
- Current opening hours: MonSun 8am to 10pm
Our Commitment to Diversity & Inclusion
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.
Do what you love care for the world dare to challenge the status quo! #BELIMITLESS
What Its Like to Work at Accor Global Reservation Centre:
LK : Accor GRC Barcelona
IG : GRC Barcelona
TikTok :
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
