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Reservations Agent Supervisor

2 months ago


Hampton, Virginia, United States The Landing at Hampton Marina, Tapestry by Hilton Full time
Job Summary

We are seeking a highly skilled Reservations Agent Supervisor to oversee our reservations team and ensure exceptional customer service. As a key member of our operations team, you will be responsible for supervising daily operations, providing guidance and support to team members, and maintaining high standards of customer service and accuracy.

Key Responsibilities
  • Provide leadership and direction to the reservations team, including training, coaching, and performance management.
  • Monitor the quality and accuracy of reservations processed by team members, ensuring adherence to company standards and policies.
  • Handle escalated customer inquiries or issues, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
  • Schedule and allocate work assignments to optimize team performance and ensure adequate coverage during peak periods.
  • Conduct training sessions for new hires and ongoing training for existing team members to enhance their skills and knowledge.
  • Conduct regular performance evaluations and provide feedback to team members, recognizing achievements and identifying areas for improvement.
  • Identify opportunities to streamline processes and improve efficiency within the reservations department.
  • Foster open communication and collaboration within the team and with other departments to ensure smooth operations and excellent customer service.
  • Generate reports on reservation activity, performance metrics, and customer feedback for management review.
Requirements
  • Proven experience in a reservations or customer service role, with at least 1 year of supervisory or leadership experience.
  • Strong customer service orientation with a passion for delivering exceptional experiences to guests.
  • Excellent leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.
  • Clear and effective communication skills, both verbal and written, with the ability to communicate with team members and customers at all levels.
  • Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
  • High level of accuracy and attention to detail in processing reservations and reviewing team members' work.
  • Strong problem-solving skills, with the ability to resolve issues quickly and effectively.
  • Proficiency in using reservation systems, Microsoft Office Suite, and other relevant software applications.
About Us

The Landing at Hampton Marina, Tapestry by Hilton is a leading hospitality organization with a commitment to delivering exceptional experiences to our guests. We are a dynamic and growing company with a strong focus on customer service and employee development.