Reservations Supervisor

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🔥 3 minutes ago

🐊 Florida, Nevada – Remote

🐊 Florida – Remote 🎰 Nevada – Remote

💵 $63.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hilton Grand Vacations

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1992

💼 Consulting

📣 Marketing

✈️ Travel

💰 Post-IPO Debt on 2024-11

Consulting • Marketing • Travel

Hilton Grand Vacations is dedicated to delivering exceptional vacation experiences to guests around the world. With a focus on creating unforgettable moments, Hilton Grand Vacations offers access to beautiful vacation locations, allowing guests to reconnect with loved ones while enjoying their travels. The company emphasizes a vibrant work environment and is committed to professional development through internships and various career opportunities in hospitality and guest services.

📋 Description

• Provide general supervision and management support across all aspects of Hotel Reservations Contact Center operations. • Build and maintain a positive working environment that attracts and retains high-quality staff. • Promote customer service excellence, teamwork, motivation, recognition, and continuous improvement. • Maintain communication with internal and external team members and senior leaders. • Support company and departmental policies, processes, business goals, and initiatives. • Review Reservations Specialists’ schedule adherence and efficiency. • Monitor shift schedules and ensure specialists are ready to accept calls. • Manage reported absences and send daily Call Out & MOD coverage to leadership. • Adjust breaks, lunch schedules, and work assignments. • Monitor phone workgroups, email, and fax inboxes. • Answer calls and respond to emails during high-volume periods. • Use the CXone dashboard to operate inbound phone workgroups efficiently. • Report system issues to IT support and ensure timely resolution. • Assist Reservations Specialists and resolve escalated customer issues. • Mentor specialists on performance standards, policies, procedures, and product knowledge. • Identify remedial training needs and collaborate on corrective actions. • Assist with new-hire and ongoing performance improvement training. • Collaborate with managers, training, and quality assurance partners to develop training materials. • Serve as a subject matter expert on contact center operations. • Analyze weekly reports, annual operating plans, and business intelligence to improve efficiency, productivity, and customer service. • Complete required company training and compliance courses. • Maintain compliance with company policies and procedures. • Process payroll adjustments for direct reports and maintain the attendance policy spreadsheet. • Perform other related duties as assigned.

🎯 Requirements

• A high school diploma or GED; a Bachelor’s degree is preferred. • A minimum of 3 years of experience in hospitality or call center leadership. • At least 2 years of supervisory experience. • Strong attention to detail and keen analytical skills. • A strategic approach and the competence to operate autonomously as well as cooperatively. • Excellent interpersonal and communication skills, both oral and written. • Outstanding organizational and task management skills with the ability to balance multiple projects and complete them on schedule. • Computer skills with proficiency in Word, Excel, Outlook, PowerPoint, and Internet.

🏖️ Benefits

• Driven base pay plus monthly performance incentives • Get your earned pay any time before payday through DailyPay* • Medical, Dental, and Vision benefits starting on Day One • Generous Vacation Time Off Program and Paid Sick Time • GO Hilton Discounted hotel rates worldwide • Tuition reimbursement programs • Recognition Programs and Rewards • Internal Growth and Career Pathing

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