Hotel Reservations Call Center Manager- Isalmorada Resort Collection (Hybrid Remote Position Tampa, Fl) Job at Davidson Hospitality Group
Find your next career with Islamorada Resort Collection, comprised of four premier properties in the Florida Keys. Join a team of friendly and passionate individuals who are making an impact by providing exceptional and friendly service. Employees enjoy an array of benefits including complimentary transportation, discounted room rates, education reimbursement, 401K, and more.
About The Role:
This is a remote position for the Islamorada Resort Collection, located in the Florida Keys. The ideal candidate will be located in Tampa, Fl and can work out of the office, daily.
The Islamorada Resort Collection is hiring a
Tampa based Call Center Manager to manage the Call Center staff including the Reservation Sales Agents (RSAs), Lead Agents and Supervisor. The Call Center Manager is responsible for creating and nurturing a positive and fun environment, while overseeing the day-to-day operations of the Call Center ensuring high efficiencies and call quality to achieve overall departmental KPIs.
Primary Responsibilities:
- Responsible for monitoring and achieving the department’s daily KPIs by using tools provided such as ACD, staffing, scheduling models and Reservation Sales Training techniques
- Monitor Call Center RSAs and conduct call monitoring to ensure quality of calls and application of Reservation Sales techniques
- Demonstrate solid team processes and relationships with hotel operational and revenue departments to ensure optimal knowledge-based customer service/support
- Oversight of each RSA effectively handling of multiple hotels content and related systems including PMSs and CRSs.
- Supervises Call Center Supervisor and team of RSAs
- Ensure timely scheduled breaks for department based upon daily schedules and call volumes
- Participates in the employment interview process for RSA applicants
- Responsible for communicating in a professional manner and on a continual basis, both verbally and in writing
- Ensures customer service levels are consistently applied by staff
- Ensures that all company and departmental policies and procedures are followed by staff
- Contributes to evaluations for subordinates
- Ensures that employees work safely and follow all safety rules
- Answers incoming calls as needed to minimize abandonment
- Conducts team member training
- Compiles and analyzes daily, weekly and month-end reporting
Tools For Success:
- The desired candidate will have a high school diploma, GED or equivalent experience required
- Minimum of two years’ experience managing diverse staff in a Call Center or customer contact position
- Strong customer service skills and prior experience are required
- Navis and/or SynXis experience is preferred
- Strong organizational and problem-solving skills
- Proficiency in Microsoft related programs, which would include but not limited to Outlook, MS Word, and MS Excel is required
- Excellent communication skills in English (verbal and written) required
- Must work well with others and work across departments
- Ability to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented required
- Ability to work in a high volume, fast-paced environment required
- Must present an overall professional experience and lead by example
- Must have a flexible work schedule with the ability to work evenings, weekends and holidays as scheduled
- Ability to exercise good judgment in making decisions required
- Positive and solution-oriented attitude required
- Ability to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to collect information
- Ability to handle employee guidance and coaching and counseling needs
- Effective coaching, development, and decision-making skills with interest in self-development.
- Strong organizational and problem-solving skills
About Us
Davidson Hospitality Group is an award-winning, full-service hospitality management company overseeing hotels, restaurants, dining, and entertainment venues across the US. A trusted partner and preferred operator for Hilton, Hyatt, Kimpton, Marriott, and Margaritaville. In keeping with the company’s heritage of delivering our core values we encourage team members to strive for greatness. Together we are stronger. As long as we always try to do what is right, then we will create value in all that we do. Not just for our team but for our guests as well.
Davidson offers a rich benefit program with a variety of benefits designed to enrich the lives and well-being of our team members and their families.
- Three Tiers of Medical Coverage
- 24/7 Healthcare Concierge
- 24/7 Teladoc service
- Maternity Program
- Vision Insurance
- Dental Insurance
- Company Paid Life Insurance, Long Term Disability, and Short-Term Disability
- Hotel Discounts
- Tuition Reimbursement
- EAP Program
- Paid Time Off (vacation, sick, bereavement, and Holidays).
- 401K Match
- Team Member Service Awards
- Strong Bonus and Incentive Programs
- Complimentary round trip Transportation from Homestead to Islamorada
- Free Lunch Daily
- One Free Drink Weekly at Starbucks
Working at Davidson is like nowhere else. It is less of a job, more of a calling. It is part career, part revolution. Because whatever you do here, you play a part in helping redefine the way quality hospitality is delivered to our guests, our clients, our partners, and each other.
EOE AA- Minorities/Females/Vet/Disability/Gender Identity/Sexual Orientation
Davidson Hospitality is a drug free workplace. Pre-employment drug test and background check required. We participate in E-Verify.
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