What are the responsibilities and job description for the Supv, Reservations position at Hilton Grand Vacations?
The Supervisor, Reservations assists the Manager with oversight and leadership of the Reservations department, ensuring that guest expectations are met or exceeded during the reservation and confirmation processes. The Supervisor oversees the daily operations of the department, such as training, monitoring, coaching, and counseling the associates on their Team, as well as working with the 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.
- 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
Please note that Hilton Grand Vacations Inc. (HGV) acquired Bluegreen Vacations Corporation (“Bluegreen”) as of January 17, 2024. If hired, you will be an employee of Bluegreen, which is a wholly-owned subsidiary of HGV. A transition to HGV is occurring as we are in the process of integrating technology, systems and branding; however, it will take time until our separate operating systems, employment policies and benefits are fully integrated.
Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. If offered employment, candidate must be willing to submit to a background check. We promote a drug-free workplace and reserve the right to drug test. EOE
Qualifications
Requirements:
- High School Diploma or equivalent
- 2 years of leadership experience within an contact center environment
- Extensive knowledge of reservation functions to include booking, canceling dates, general hotel information, and knowledge of available enhancements to the vacation, such as attraction tickets, upgrades, and additional nights.
- Strong vacation package knowledge and destination familiarity is essential
- Proficient with MS Office
- Detail-oriented with analytical and problem solving skills, interpersonal communication skills, and ability to perform well in stressful situations.
