Group Reservations Supervisor

POSITION SUMMARY - Job Description and Responsibilities:

We are looking for a competent Reservations Supervisor to train, coach and motivate group reservation/call center representatives as they provide excellent service to customers. The Supervisor will assist the representatives to ensure every agent is well prepared for their calls.
She / He will support agents by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, handling complaints and giving feedback to maximize performance.

ESSENTIAL FUNCTIONS:
• Preparing group reservation/call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies
• Answering agent questions regarding best practices or difficult calls
• Identifying operational issues and suggesting possible improvements
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Preparing reports and analyzing data to assist management as they determine goals
• Working with management team members to support agents and increase customer satisfaction

• Bachelor’s Degree in related field
• At least 3 years of experience in Reservations, call center or guest service
• Proficiency in English and German
• Strong understanding of company products, policies, and services. Ability to implement changes to procedures when necessary
• Strong knowledge of telesales principles, methods, practices, and techniques
• Experience in computers, software applications, and phone systems
• Exceptional verbal and written communication skills
• Excellent time management/work prioritization skills
• Excellent problem solving, leadership, and customer service skills
• Ability to remain calm under pressure and navigate tense situations, especially during busy hours
• Completed military service for male candidates


*** Please note that only resumes that comply with the requirements stated above will be evaluated. Any resume that is generic and not prepared for this position in particular, will be excluded from the evaluation process.