What are the responsibilities and job description for the Manager, Reservations Support ( B2C Contact Center) position at The Ritz-Carlton Yacht Collection?
Job Summary
The Reservations Team Manager will lead the team to achieve organizational goals in sales revenue and customer service delivery by managing the reservation process, inquiries, changes, and cancellations received through the call center. The Team Manager will be passionate about The Ritz-Carlton Yacht Collection brand and will introduce the unique opportunity of our yacht vacations to potential guests and travel professionals across the USA, Canada, and Latin America.
Essential Functions
- As part of Reservation Services, the Team Manager will manage the day-to-day operations of the US Reservations Team.
- Prepare, communicate, monitor, and track Key Performance Indicators, goal setting, SMART goals, and team schedules.
- Monitor and track revenue and generated bookings.
- Ongoing coaching & monitoring of the reservations staff through call center service standard operation procedures.
- Collaborate with Quality Assurance and Training Specialists and utilize their feedback to continuously develop the team.
- Process any financial refunds and any required booking amendments.
- Respond to and investigate lead disputes.
- Overflow of call handling during peak periods.
- Develop and maintain positive working relationships with all departments.
- Manage redemptions of the Bonvoy program and process in the reservation system.
- Provide team activity reporting to Reservations leadership.
- Manage successfully marketing leads that are received and ensure leads are responded to as per the set service levels.
- Handle escalated calls transferred from the Reservation staff to ensure any situation is resolved promptly.
- Utilize the telephone software “InContact” and daily track productivity.
- Undertake employee performance reviews as per the company guidelines.
- Implement action plans for underperforming team members and provide feedback to the Sr. Director and Human Resources.
Competency
Education:
- Minimum 2-year college degree or 3 years experience equivalent
Skills & Experience:
- Minimum 3 years of supervisory experience preferred, ideally from a luxury cruise background
- Dedication to delivering high-level customer service and maintaining courteous & professional telephone etiquette at all times
- Excellent written & verbal communication skills with the ability to answer detailed questions regarding the product in a clear, concise manner
- Proficiency in Microsoft Office (Excel, Word and Outlook)
- Experience with reporting and forecasting the status of groups accordingly
- Strong organizational skills essential for multitasking
- Ability to learn and utilize the reservations system
- Ability to learn and understand policies & procedures for reservations & groups to efficiently handle both areas
- Ability to collaborate with, and maintain positive working relationships with all departments
- Demonstrates the service values of The Ritz-Carlton at all times
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Fort Lauderdale, FL 33301
Salary : $70,000 - $80,000