Supervisor Reservations - RSSC

PCH Prestige Cruise Services•Sunrise, FL

7d•Remote

About The Position

At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family! APPLY ONLINE If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered. JOB SUMMARY: Coach and develop reservations team members to meet or exceed quality, service and sales objectives. This includes using available performance and call monitoring tools and conducting one-on-one coaching sessions during which positive performance results are celebrated and performance challenges are identified as opportunities. The objective is to achieve a consistently positive call experience for our travel partners and direct guests, in addition to first call resolution by processing reservations accurately.

Requirements

Bachelor's degree in business, hospitality or related field of study or, any equivalent combination of education and/or relevant industry experience
Minimum 3 years call center or related travel industry experience.
Practical reservation system experience within a call center environment preferred.
1-3 years of supervisory experience in travel/hospitality industry highly preferred.
Effective coaching, motivational and team building skills required
Strong analytical skills required to review quality and call center reporting identify trends and opportunities for improvement
Effective interpersonal skills to engage all levels within the organization and external customers with diverse personalities
Ability to coach team members to consistently deliver the level of customer service required to achieve a positive customer experience
Ability to coach and drive a high level of reservation content quality with each team member
Ability to remain focused in adverse situations while maintaining strong organizational skills
Ability to defuse escalated situations both with external customers and internal team members
Must have excellent verbal and written communication skills to effectively communicate with internal and external customers
Knowledge of virtual call center functions including managing a remote workforce, virtual training techniques and use of related tools preferred
Intermediate knowledge of MS Office Suite (including Outlook, Word, and Excel), instant messaging, chat, and web conferencing required

Responsibilities

Supervise, coach, and motivate a team of reservations team members to achieve booked sales targets, sailed revenue goals and ensure excellent customer service.
Resolve issues involving team members, travel partners, and guests by taking appropriate actions and collaborating with other internal departments using the company's set policies and procedures.
Conduct regular quality assurance (QA's) and coaching sessions to maintain the company's service expectations.
Provide phone and email support for reservations, sales, accounting, and other internal departments.
Maintain an acceptable phone service standard by monitoring call volume, hold times, quality of service and consistency.
Monitor staffing hours for payroll purposes and assist with coordinating vacation, personal and sick days.
Ensure adequate telephone coverage is maintained and offer overtime or downtime when necessary.
Prepare and review annual employee performance appraisals.
Conduct interviews and make recommendations in the recruiting and hiring process.
Perform other job-related functions as assigned.