Senior Reservations Manager - 100% Remote

Role: Senior Reservations Manager

Duration: 12 Months
Client Location: Miami, FL
location: 100% Remote

Job Description:

This is a leadership role overseeing the Reservations Supervisors (Resolution Desk) and their teams of Cruise Specialists in a dynamic call center environment. While providing support to all the departments within Guest Services, this position also works closely with various other departments within the company to maximize revenue and keep a consistent flow of communication. This role is crucial in ensuring exceptional customer service, achieving or exceeding sales targets, and collaborating effectively with technology teams for continuous system improvements and support.

Duties & Responsibilities:

• Manage and lead a team of supervisors and cruise specialists to achieve performance targets and deliver exceptional customer service.
• Develop and implement strategies to maximize sales and occupancy through effective reservation management.
• Monitor call center metrics and implement process improvements to optimize efficiency and customer satisfaction.
• Collaborate with cross-functional teams, including but not limited to Accounting, Revenue, Sales, and Marketing.
• Review accounting reports to ensure balances and refunds are up to date.
• Review and amend bookings, cancellations, pricing, and accounting as needed.
• Work closely with technology teams to enhance reservation systems, phone systems, websites, and other technological tools to ensure operational needs are met.
• Manage the onboarding process for the department by working closely with HR, reviewing resumes, conducting final interviews, attending job fairs as needed, and choosing the best candidates.
• Manage and execute itinerary changes by creating guidelines while paying close attention to detail and follow-up.
• Conduct regular performance evaluations, provide coaching and feedback to team members, and ensure ongoing professional development
• Manage and address any employee relation issues, collaborating with HR and the direct supervisor.
• Oversee the Supervisor schedule monthly and approve payroll.
• Prepare and monitor reports on reservation trends, sales performance, and operational efficiency.
• Ensure compliance with company policies, procedures, and regulatory requirements.