Supervisor, Reservations

Hilton Grand Vacations•Orlando, FL

5d•Onsite

About The Position

The Supervisor, Reservations assists the Manager with oversight and leadership of the Reservations department, ensuring that guest expectations are met or exceeded during the reservation and confirmation processes. The Supervisor oversees the daily operations of the department, such as training, monitoring, coaching, and counseling the associates on their Team, as well as working with the supervisors and managers of other departments to achieve company goals and objectives. Focuses on performance of Reservations Associates by focusing on best practices/procedures, behavioral competencies, and sales strategies. Evaluates daily, weekly, monthly, and YTD trends of the department. Must have experience using Concierge Trains, monitors, counsels, and motivates associates– including write ups, terminations, and annual performance appraisals. Conducts regular one-on-one sessions with each associate. Assists Manager with development of additional training sessions and contests to improve departmental performance. Handles escalated guest concerns and ensures that follow up calls are completed to ensure quality service is provided. Monitors queues and dialer to ensure calls are being handled promptly. Reviews and assesses associate QA scores; completes monitors on team members on necessary. Provides guest service by taking queue calls as necessary. Reviews adherence throughout the day and make exceptions as necessary, as well as communicate call outs, leave earlies, and any schedule changes to Work Force Management.

Requirements

Must have experience using Concierge Trains.

Responsibilities

Assists the Manager with oversight and leadership of the Reservations department.
Ensures that guest expectations are met or exceeded during the reservation and confirmation processes.
Oversees the daily operations of the department, including training, monitoring, coaching, and counseling associates.
Works with supervisors and managers of other departments to achieve company goals and objectives.
Focuses on performance of Reservations Associates by focusing on best practices/procedures, behavioral competencies, and sales strategies.
Evaluates daily, weekly, monthly, and YTD trends of the department.
Monitors, counsels, and motivates associates, including write ups, terminations, and annual performance appraisals.
Conducts regular one-on-one sessions with each associate.
Assists Manager with development of additional training sessions and contests to improve departmental performance.
Handles escalated guest concerns and ensures that follow up calls are completed to ensure quality service is provided.
Monitors queues and dialer to ensure calls are being handled promptly.
Reviews and assesses associate QA scores; completes monitors on team members on necessary.
Provides guest service by taking queue calls as necessary.
Reviews adherence throughout the day and make exceptions as necessary.
Communicates call outs, leave earlies, and any schedule changes to Work Force Management.

Benefits

Unlimited Income Potential: You will earn base pay + uncapped commissions!
Paid training: You will earn as you learn to be a Hilton Grand Vacations specialist and brand ambassador.
Career Growth: We believe in developing our current talent, we promote within.
Fantastic benefits package: We offer Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!
Work/Life Balance: You will receive generous paid-time off after 90 days of employment.
Full time and part time opportunities are available.
We are a highly philanthropic and socially responsible organization!
Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!
Extraordinary People, Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!