Reservations Supervisor

Job Title: Reservations Supervisor

Department:  Reservations

Reports to: Reservations Manager

The Reservations Supervisor is responsible for monitoring all communication channels and ensuring all agents are supported to perform efficiently and effectively. This role is an operations and revenue/sales focused position, with the goal of achieving all KPI’s established by the management team.

What’s in it for me:

• Complimentary access to Camelbeach, Camelback, Aquatopia, local amusement parks and more Plus, great friends & family perks.
• Paid Training to gain skills, knowledge, and experience for professional development.
• Not to be missed employee events throughout the season.
• Referral Bonuses – invite your friends to work with you!
• Competitive wages and advancement opportunities.
• Interact with people from all over the world!
• Next day pay, through PayActiv.
• Tuition Reimbursement*
• Medical, dental, vision insurance, 401K*
• Vacation and PTO*

*Full-Time status benefits

How I can Create Guests for Life:

• Smile!
• Focus on safety for yourself and others.
• Monitor all communication channels and dynamically shift agent efforts accordingly to ensure proper coverage and guest inquiry response times.
• Support and motivate team to achieve department’s daily KPIs by using tools provided such as ACD data models, 4 Keys and 7 Essentials
• Serve as a liaison between all departments across campus and the call center to ensure information is effectively communicated interdepartmentally.
• Educate, promote and engage with all agents to ensure they are informed of all initiatives, and that all department standards and rules are adhered to.
• Lead by positive example, establish and maintain positive communication and professional demeanor throughout the office.
• Be available to answer guest inquiries across all channels during need times to ensure achievement of daily KPIs.
• Handle customer complaints as needed and appropriate
• Demonstrate solid team processes and relationships with Sales and Marketing and other Resort operational departments to ensure optimal knowledge-based customer service/support.
• Conduct audits of reservation accuracy and completeness to ensure proper tracking and appropriate conformity to policies and minimization of errors.
• Manage Reservation Sales Agents: recruit, train, develop and maintain a results-driven team.
• Identify training needs and ensure appropriate training is coordinated and provided according to each individual agent’s needs.
• Oversight of each Agent - effectively handling of multiple media simultaneously – phone, email, reservation system, chat, PMS (property management system) website
• Other duties and/or projects as assigned by leadership.

Is this the job for me:

• Ability to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to collect information.
• Prior supervisory/lead experience in a fast-paced Call Center or front office preferred.
• Ability to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented required.
• Excellent communication skills (verbal and written) required.
• Ability to work in a high volume, fast-paced environment required.
• Proficiency in Microsoft related programs required.
• Must have work schedule flexibility.
• Ability to handle employee guidance and coaching and counseling needs.
• Thrives in a competitive environment that celebrates individual and team successes.
• Ensure the safety and well-being of our guests.
• Must be able to speak and read the English language, additional languages a plus.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.