Supervisor Reservations

Hilton Grand Vacations•Las Vegas, NV

1d•Onsite

About The Position

Hilton Grand Vacations is seeking a motivated leader to supervise and support the operations of its Hotel Reservations Contact Center in Las Vegas, Nevada. The Reservations Supervisor oversees daily contact center operations, supports Reservations Specialists, and promotes a positive, customer-focused environment. The role includes managing schedules and coverage, monitoring communication channels and phone workgroups, resolving customer issues, coaching and training team members, reviewing operational data, and maintaining compliance with company policies.

Requirements

High school diploma or GED.
At least 3 years of experience in hospitality or call center leadership.
At least 2 years of supervisory experience.
Strong attention to detail and analytical skills.
Ability to work autonomously and collaboratively, with a strategic approach.
Excellent oral and written interpersonal and communication skills.
Strong organizational and task-management skills, including the ability to balance multiple projects and complete them on schedule.
Computer proficiency with Word, Excel, Outlook, PowerPoint, and the Internet.

Nice To Haves

Bachelor's degree.

Responsibilities

Build and maintain a positive working environment that attracts and retains high-quality staff.
Promote customer service excellence, teamwork, harmony, motivation, recognition, and continuous improvement.
Maintain open communication and relationships with internal and external team members and senior leaders.
Support company and departmental policies, processes, goals, and initiatives, adapting proactively to change.
Coordinate daily reviews of Reservations Specialists' schedule adherence and efficiency.
Monitor shift schedules to ensure specialists are ready to accept calls as scheduled.
Manage reported absences and email daily Call Out and MOD coverage information to the leadership team.
Adjust breaks, lunch schedules, and work assignments as needed.
Monitor phone workgroups, email, and fax inboxes to support operational performance.
Answer calls and respond to emails during high-volume periods.
Use the CXone dashboard system to support efficient operation of inbound phone workgroups.
Report system issues to the IT support center and ensure timely resolution.
Assist Reservations Specialists, take ownership of escalated calls and emails, and resolve customer issues promptly.
Mentor Reservations Specialists on performance standards, policies, procedures, and product knowledge.
Identify remedial training needs and collaborate with department managers on corrective actions.
Assist with new-hire training and ongoing performance improvement training.
Collaborate with managers, training, and quality assurance partners to develop training materials.
Serve as a subject matter expert on contact center operations.
Maintain familiarity with training job aids and reference materials to ensure accuracy and consistency.
Analyze weekly contact center reports, annual operating plans, and other business intelligence to improve efficiency, productivity, and customer service.
Complete assigned company training and compliance courses.
Follow company standards and comply with policies and procedures.
Process payroll adjustments for direct reports and maintain the company-wide attendance policy spreadsheet.
Perform other related duties as assigned.