Supervisor Reservations

Hilton Grand Vacations•Las Vegas, NV

23h•Onsite

About The Position

The Supervisor Reservations provides general supervision and management support across all aspects of departmental operations for Hilton Grand Vacations’ Hotel Reservations Contact Center in Las Vegas, Nevada. The role supports smooth contact center operations, promotes a positive and customer-focused team environment, and helps improve staff performance, operational efficiency, and customer service.

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 cooperatively, 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, business goals, and initiatives, while adapting to change.
Coordinate daily reviews of Reservations Specialists’ schedule adherence and efficiency.
Monitor shift schedules to ensure specialists are logged in and ready to accept calls as scheduled.
Manage reported absences and email daily Call Out & MOD coverage to the leadership team.
Adjust breaks, lunch schedules, and work assignments as needed.
Monitor contact center phone workgroups, email, and fax inboxes to support operational performance.
Answer phone 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 in a timely manner.
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 and maintain familiarity with training job aids and reference materials.
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 and adhere to company standards, policies, and procedures.
Process payroll adjustments for direct reports and maintain the company-wide attendance policy spreadsheet.
Perform other related duties as assigned.