Summary
The ideal candidate will be responsible for all aspects of staff development, coaching, feedback, motivation, and performance management. You will ensure high quality service to our customers and meet internal efficiency goals, while ensuring compliance with all company policies and procedures. We are looking for a dynamic leader experienced in customer service with outstanding organizational, time management, and communication skills.
Essential Functions
Job duties include, although are not limited to:
- Supervises, motivates, coaches and supports Destination Sales Agents to provide exceptional sales and award winning personalized service to guests calling through the voice channel
- Monitor attendance, tardies and policy adherence for assigned groups and prepare the initial disciplinary actions to change associate’s pattern of behavior. Monitor predefined break and lunch schedules to ensure staffing levels are maintained at all times in the absence of scheduling
- Participate in achieving Center Performance Measurements including Handling Time, favorable achievement of Associate Opinion Survey scores, Service Levels, and Customer Satisfaction Scores
- Oversee the daily performance and quality control of the destination sales team.
- Train one on one with each associate to provide performance feedback on call flow, policies and procedures, sales and service techniques, productivity reports, booking reminders, Quality Assurance Surveys, etc.
- May be required to perform other related special projects, duties, responsibilities and activities which may change or be assigned at any time with or without notice.
- In office minimum of 5 days a week
Internal Relationships
Reports to the Director of Reservations.
External Relationships
Has regular contact with sales colleagues and administrative support staff, as well as various members of the resort leadership and operations teams.
Qualifications
- Opera Cloud experience a plus
- 1 year prior supervisory, management, or leadership experience preferred
- Excellent analytical, organizational and time management skills, including ability to adapt to highly complex changing work environment
- Must demonstrate excellent written and oral communication skills and interpersonal skills; listens to others
- Dynamic, enthusiastic, creative leader who is organized, thrives under pressure and can handle multiple tasks while working under pressure, still maintaining high attention to detail, “can-do attitude” and the ability to maintain consistent accuracy; able to troubleshoot while still meeting or exceeding deadlines
- Ability to work with Upper-Level Management / VP's in a professional and confident manner
- Ability to work independently
Education/Experience Requirements
- Bachelor's degree preferred.
- A minimum of 2 to 4 years of experience in a 4/5-star resort preferred. Specifically at Front Desk or Reservations
- Opera experience preferred.
- Proficiency in the use of Word, Excel, Outlook, Microsoft Teams.
Physical Requirements
Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.