Reservations Supervisor
- Must create a positive, energetic working environment by maintaining high morale and productivity.
- Implement and manage all processes related to the effective handling of inbound guest calls and outbound calls.
- Assist in creating a high performance, revenue generating team through consistent development, training and coaching of Reservations Agents and Advisors.
- Develop and leverage a team of people with unique talents and a variety of strengths to maximize effectiveness of the department statistical measurements.
- Ensure a positive pre-arrival experience for guests by accurately conveying resort and reservation information, qualifying guest needs, and ensuring precise entry of guest information into booking system.
- Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up.
- Ensures effective resolution of service issues with a proactive approach to guest and associate needs.
- Respond timely to requests for information and assistance from guests, agents and other resort employees by using good judgement when independent decisions are required.
- Assist with Reservation and Experience shared inboxes and chats from the Miraval website.
- Other duties and responsibilities as assigned.
- The above does reflect that of their home property, however since Reservations does operate as a collective at team - at times they may be asked to assist with the above tasks at their sister properties.
- Minimum of 2 years of high-end sales and customer service experiences preferably in a call center, sales/customers service and/or hospitality environment is preferred, but not required.
- Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems is preferred, but not required.
- Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents.
- Previous experience in development and delivery of training information.
- Exceptional time management, detail and organizational skills.
- Professional demeanor with exceptional verbal, written and electronic communication skills.
- Must be completely flexible and be able to work weekdays, weekends, mid shifts, nights and holidays.
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