Reservations Supervisor
Reservations Supervisor
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Salary Not Disclosed
1 Vacancy
Job Description
Job Description
Reservations Supervisor
This role is responsible for leading a team focused on managing reservations and ensuring exceptional customer experiences.
Core Responsibilities:
Team Leadership:
Oversee and guide the reservations team for efficient daily operations.
Monitor call metrics response times and overall team output.
Create schedules to ensure appropriate staffing levels.
Operational Excellence:
Ensure all reservation bookings are processed accurately and promptly.
Effectively handle and resolve escalated customer issues or complaints.
Develop and implement standardized operating procedures for the reservations team.
Performance Management:
Track and assess team and individual performance indicators.
Provide regular coaching and feedback to enhance service quality.
Generate and submit performance and operational reports to management.
Customer Experience Focus:
Guarantee a smooth and positive customer journey from initial inquiry to final booking.
Identify and implement strategies to boost customer satisfaction.
Collaborate with other departments to ensure a cohesive customer experience.
Training & Development:
Onboard new team members with comprehensive training on systems and procedures.
Keep the team informed about company policies new offerings and industry trends.
Promote a culture of continuous learning and improvement.
System & Technology Management:
Ensure the team effectively utilizes reservation systems and tools.
Report system issues and coordinate with IT for resolutions.
Offer input for system upgrades or enhancements to improve functionality.
Qualifications:
GDS Proficiency: Familiarity with Global Distribution Systems (GDS).
Education: Bachelors degree in business administration hospitality or a related field.
Experience: At least 3 years in reservations customer service or a call center environment with 1 or more years in a supervisory capacity.
Leadership: Strong leadership and team management capabilities.
Technical Skills: Proficient in reservation systems relevant tools and Microsoft Office Suite.
Communication: Excellent communication and problem-solving abilities.
Work Ethic: Capable of multitasking performing under pressure and meeting deadlines.
Customer Focus: A strong customer-centric mindset with a drive for delivering outstanding service.
Required Experience:
Manager
Employment Type
Full-Time
