Reservations Supervisor

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Oversee and manage all facets of Hotel Reservations Contact Center operations.

• Foster and uphold a positive work environment that draws in and retains top talent.

• Champion customer service excellence, teamwork, motivation, recognition, and ongoing improvement.

• Maintain effective communication with both internal and external team members as well as senior leadership.

• Support the company's and department's policies, processes, business objectives, and initiatives.

• Evaluate the adherence to schedules and efficiency of Reservations Specialists.

• Supervise shift schedules to ensure specialists are prepared to handle calls.

• Manage reported absences and provide daily Call Out & MOD coverage updates to leadership.

• Adjust breaks, lunch timings, and work assignments as necessary.

• Oversee phone workgroups, email, and fax inboxes.

• Handle calls and respond to emails during peak volume periods.

• Utilize the CXone dashboard to effectively manage inbound phone workgroups.

• Report system issues to IT support and ensure prompt resolution.

• Assist Reservations Specialists and address escalated customer concerns.

• Mentor specialists on performance standards, policies, procedures, and product knowledge.

• Identify training needs and work collaboratively on corrective measures.

• Aid in training new hires and ongoing performance enhancement.

• Collaborate with managers, training, and quality assurance teams to create training resources.

• Act as a subject matter expert regarding contact center operations.

• Analyze weekly reports, annual operating plans, and business intelligence to enhance efficiency, productivity, and customer service.

• Complete all required company training and compliance courses.

• Adhere to company policies and procedures.

• Process payroll adjustments for direct reports and manage the attendance policy spreadsheet.

• Perform other related tasks as assigned.

⛳️ Requirements

• A high school diploma or GED; a Bachelor's degree is preferred.

• At least 3 years of experience in hospitality or call center leadership.

• Minimum of 2 years in a supervisory role.

• Strong attention to detail and excellent analytical skills.

• A strategic mindset with the ability to work independently as well as collaboratively.

• Exceptional interpersonal and communication skills, both verbal and written.

• Excellent organizational and task management abilities, capable of juggling multiple projects and meeting deadlines.

• Proficient in computer applications including Word, Excel, Outlook, PowerPoint, and Internet.

🏝️ Benefits

• Competitive base salary plus monthly performance incentives.

• Access your earned wages anytime before payday through DailyPay*

• Medical, Dental, and Vision benefits available starting on Day One.

• Generous Vacation Time Off Program along with Paid Sick Time.

• GO Hilton discounted hotel rates globally.

• Tuition reimbursement opportunities.

• Recognition Programs and Rewards.

• Internal growth and career advancement opportunities.