Reservations Supervisor

The Reservations Supervisor provides general supervision and management support across all aspects of departmental operations for the Hotel Reservations Contact Center. Builds and maintains a positive working environment that attracts and retains high-quality staff.

•    Promotes a sense of customer service perfection, collaboration, harmony, motivation, recognition and continuous improvement at all times.
•    Cultivates relationships and maintains open lines of communication with internal and external department members and senior leaders.
•    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.
•    Monitors contact center phone workgroups, email and fax inboxes and Reservations Specialist productivity and efficiency throughout the day to ensure maximum operational performance.
•    Supervises 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 the 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 dynamic discipline as needed for individual team members and collaborates with department managers to implement accordingly through established policies and procedures.
•    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.
•    Adheres to company standards and maintains compliance with all policies and procedures.

Why do Team Members Like Working for us?

•    Competitive Base Pay Plus Commission.
•    Recognition Programs and Rewards.
•    Discounted Hilton hotel rates worldwide!
•    401(k) program with company match!
•    Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation.
•    Employee stock purchase program.
•    Tuition reimbursement programs.
•    Numerous learning and advancement opportunities.