Manager, Reservations Support - Americas

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 virtual 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

• 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.