Reservation Manager

POSITION IS LOCATED IN HALIFAX, NOVA SCOTIA

Oversee the Reservation Call Centre ensuring exceptional customer service.

Responsibilities include:
Leadership & Development
- Manage, coach and develop Reservation Agents to ensure agents achieve their monthly and yearly targets and drive their best performances.
- Teach best practices and support sales staff with reservation questions and client escalations as required.
- Create, develop, and foster ‘team spirit’ and morale. Motivate staff with incentives, celebrate achievements, assist with company socials, and foster a positive company culture.
- Communicate and enforce company policies and procedures.

Sales/Reporting
- Monitor enquiry levels and distribute leads amongst your team.
- Monitor, increase, and report on conversion rates and sales as required.
- Administer performance reviews and monthly evaluations where required.
- Ensure margins are maintained at minimum levels.
- Improve sales procedures and drive systems improvements.

Administration
- Participate in hiring interviews and set a coaching and support structure for new team members.
- Manage scheduling, time, and attendance for your team.
- Attend and contribute to manager and team sales meetings.
- Attend trade shows/events when required.
- Escalate and resolve issues related to confirmations, product discrepancies and customer service.
- Ensure your team partakes in all relevant training sessions and quizzes

Experience
- 4 years of progressive experience in hospitality, customer service, call center, and or training
- At least 4 years managing staff at supervisory level
- Previous Hospitality Call Center experience
- Exceptional time management skills
- 2+ years in a call center and/or hospitality sales environment
- 2+ years of supervisory experience of at least five employee