What are the responsibilities and job description for the Supervisor Reservations position at Hilton Grand Vacations?
The Supervisor, Reservations assists the Manager with oversight supervisors and managers of other departments to achieve company goals and objectives. The Supervisor will be responsible to supervise, coach, achieve production goals, and be accountable for a Team of Reservations Associates,
Responsibilities
Responsibilities
- Responsible for supervision, team production, coaching, and compliance for their respective Team.
- Drive departmental production targets defined by Leadership.
- Focuses on performance of Reservations Associates by focusing on best practices/procedures, behavioral competencies, and sales strategies.
- Evaluates daily, weekly, monthly, and YTD trends of the department
- Trains, monitors, counsels, and motivates associates– including write ups, terminations, and annual performance appraisals
- Conducts regular one-on-one sessions with each associate.
- Assists Manager with development of additional training sessions and contests to improve departmental performance
- Handles escalated guest concerns and ensures that follow up calls are completed to ensure quality service is provided
- Monitors queues and dialer to ensure calls are being handled promptly
- Reviews and assesses associate QA scores; completes monitors on team members on necessary
- Provides guest service by taking queue calls as necessary
- Reviews adherence throughout the day and make exceptions as necessary, as well as communicate call outs, leave earlies, and any schedule changes to Work Force Management
- High School Diploma or Equivalent
- 2 Years of Leadership experience within a contact center environment
- Industry knowledge is a plus
- Must have extensive knowledge of reservation functions to include, but not limited to, booking and canceling dates, general hotel information, and knowledge of available enhancements to the vacation, such as attraction tickets, rental cars, upgrades, and additional nights
- Strong package knowledge and destination familiarity is essential.
- Proficient with MS Office
- Detail oriented with analytical and problem -solving skills, interpersonal communication skills, ability to perform well in stressful situations
