Supervisor Reservations

Hilton Grand Vacations•Orlando, FL

19h

About The Position

The Reservations Supervisor provides general supervision and management support across all aspects of departmental operations for the Hotel Reservations Contact Center. Responsibilities As a Reservations Supervisor, you would be responsible for: Builds and maintains a positive working environment that attracts and retains high-quality staff. Promotes a sense of customer service excellence, teamwork, harmony, motivation, recognition and continuous improvement at all times. Nurtures relationships and maintains open lines of communication with internal and external department team members and senior leaders. Supports and advocates company and departmental policies, processes, business goals and initiatives and proactively adapts and embraces change to serve as a role model for team members. Responsible for daily review of Reservations Specialists schedule adherence and productivity, including monitoring of shift schedules to ensure specialists are logged-in and ready to accept calls as scheduled. Receives reported absences for the day and send daily Call Out & MOD coverage to leadership team via email. Monitors and adjusts breaks, lunch schedules and work assignments, as needed. Monitors contact center phone workgroups, email and fax inboxes and Reservations Specialist productivity and efficiency throughout the day to ensure maximum operational performance. Answers phone calls and responds to emails when necessary and during high volume periods. Monitors the CXone dashboard system to ensure all inbound phone workgroups are operating efficiently. Responsible for reporting system issues to the information technology support center immediately, alerting management and following up as needed to ensure prompt resolution. Provides assistance to Reservations Specialists to resolve issues, takes ownership for escalated calls and emails and resolves customer issues in a timely and positive manner. Provides proactive coaching to Reservations Specialists as needed on specific performance standards, policy and procedure compliance, accuracy, and product and process knowledge for continuous improvement. Identifies remedial training needs, corrective action and progressive discipline as needed for individual team members and collaborates with department managers to implement accordingly through established policies and procedures. Assists with new-hire training and ongoing performance enhancement training for all team members. Collaborates with managers, training and quality assurance partners to develop training itineraries and materials that foster team members skill set development and growth. Serves as a key subject matter expert on all aspects of contact center operations and maintains ongoing knowledge of all company resorts, products, services, policies, procedures and processes. Maintains familiarization with training job aids and reference materials to identify the need for updates and enhancements as applicable and to ensure accuracy and consistency. Analyzes weekly contact center reports, annual operating plans, and other analytical data provided by the business analyst and senior leaders; synthesizes this business intelligence and applies applicable measures to improve efficiency, productivity and customer service on an ongoing basis to ensure business goals and key performance targets are met. Completes all required company trainings and compliance courses as assigned. Adheres to company standards and maintains compliance with all policies and procedures. Processes payroll adjustments for direct reports, as well as maintaining the company wide attendance policy spreadsheet for tracking and corrective action purposes in a timely manner Performs other related duties as assigned

Requirements

Strong attention to detail, as well as keen analytical skills.
Person should have a strong sense of inquisitiveness, with a thirst for knowledge.
Strategic thought process
Ability to work independently and collaboratively to achieve objectives.
Excellent interpersonal skills with effective communication both orally and in writing.
Excellent organizational and task management skills with the ability to work on multiple projects, meet deadlines and work effectively under time and resource constraints.
Basic to intermediate computer skills with Word, Excel, Outlook, PowerPoint and Internet.

Nice To Haves

Minimum 3 years experience in Hospitality or Call Center leadership

Responsibilities

Builds and maintains a positive working environment that attracts and retains high-quality staff.
Promotes a sense of customer service excellence, teamwork, harmony, motivation, recognition and continuous improvement at all times.
Nurtures relationships and maintains open lines of communication with internal and external department team members and senior leaders.
Supports and advocates company and departmental policies, processes, business goals and initiatives and proactively adapts and embraces change to serve as a role model for team members.
Responsible for daily review of Reservations Specialists schedule adherence and productivity, including monitoring of shift schedules to ensure specialists are logged-in and ready to accept calls as scheduled.
Receives reported absences for the day and send daily Call Out & MOD coverage to leadership team via email.
Monitors and adjusts breaks, lunch schedules and work assignments, as needed.
Monitors contact center phone workgroups, email and fax inboxes and Reservations Specialist productivity and efficiency throughout the day to ensure maximum operational performance.
Answers phone calls and responds to emails when necessary and during high volume periods.
Monitors the CXone dashboard system to ensure all inbound phone workgroups are operating efficiently.
Responsible for reporting system issues to the information technology support center immediately, alerting management and following up as needed to ensure prompt resolution.
Provides assistance to Reservations Specialists to resolve issues, takes ownership for escalated calls and emails and resolves customer issues in a timely and positive manner.
Provides proactive coaching to Reservations Specialists as needed on specific performance standards, policy and procedure compliance, accuracy, and product and process knowledge for continuous improvement.
Identifies remedial training needs, corrective action and progressive discipline as needed for individual team members and collaborates with department managers to implement accordingly through established policies and procedures.
Assists with new-hire training and ongoing performance enhancement training for all team members.
Collaborates with managers, training and quality assurance partners to develop training itineraries and materials that foster team members skill set development and growth.
Serves as a key subject matter expert on all aspects of contact center operations and maintains ongoing knowledge of all company resorts, products, services, policies, procedures and processes.
Maintains familiarization with training job aids and reference materials to identify the need for updates and enhancements as applicable and to ensure accuracy and consistency.
Analyzes weekly contact center reports, annual operating plans, and other analytical data provided by the business analyst and senior leaders; synthesizes this business intelligence and applies applicable measures to improve efficiency, productivity and customer service on an ongoing basis to ensure business goals and key performance targets are met.
Completes all required company trainings and compliance courses as assigned.
Adheres to company standards and maintains compliance with all policies and procedures.
Processes payroll adjustments for direct reports, as well as maintaining the company wide attendance policy spreadsheet for tracking and corrective action purposes in a timely manner
Performs other related duties as assigned