Supervisor Reservations - RSSC

Job Summary

Coach and develop reservations team members to meet or exceed quality, service and sales objectives. This includes using available performance and call monitoring tools and conducting one-on-one coaching sessions during which positive performance results are celebrated and performance challenges are identified as opportunities. The objective is to achieve a consistently positive call experience for our travel partners and direct guests, in addition to first call resolution by processing reservations accurately.

POSITION RESPONSIBILITIES

• Supervise, coach, and motivate a team of reservations team members to achieve booked sales targets, sailed revenue goals and ensure excellent customer service.
• Resolve issues involving team members, travel partners, and guests by taking appropriate actions and collaborating with other internal departments using the company's set policies and procedures.
• Conduct regular quality assurance (QA's) and coaching sessions to maintain the company's service expectations.
• Provide phone and email support for reservations, sales, accounting, and other internal departments.
• Maintain an acceptable phone service standard by monitoring call volume, hold times, quality of service and consistency.
• Monitor staffing hours for payroll purposes and assist with coordinating vacation, personal and sick days.
• Ensure adequate telephone coverage is maintained and offer overtime or downtime when necessary.
• Prepare and review annual employee performance appraisals.
• Conduct interviews and make recommendations in the recruiting and hiring process.
• Perform other job-related functions as assigned.

KNOWLEDGE & EXPERIENCE

• Education: Bachelor's degree in business, hospitality or related field of study, or any equivalent combination of education and/or relevant industry experience.
• Experience: Minimum 3 years call center or related travel industry experience. Practical reservation system experience within a call center environment preferred. 1-3 years of supervisory experience in travel/hospitality industry highly preferred.

KNOWLEDGE & SKILLS

• Effective coaching, motivational and team building skills required.
• Strong analytical skills required to review quality and call center reporting, identify trends and opportunities for improvement.
• Effective interpersonal skills to engage all levels within the organization and external customers with diverse personalities.
• Able to coach team members to consistently deliver the level of customer service required to achieve a positive customer experience.
• Able to coach and drive a high level of reservation content quality with each team member.
• Able to remain focused in adverse situations while maintaining strong organizational skills.
• Able to defuse escalated situations both with external customers and internal team members.
• Excellent verbal and written communication skills to effectively communicate with internal and external customers.
• Intermediate knowledge of MS Office Suite (including Outlook, Word, and Excel), instant messaging, chat, and web conferencing required.

About NCLH

Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destinations each year.

EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.