Xanterra Leisure Holding, LLC

  • Central Reservations Lead Agent

    Job Locations US-CO-GREENWOOD VILLAGE
    Posted Date 2 weeks ago(2 weeks ago)
    Requisition ID
    2018-17963
    Category
    Reservations
  • Overview

    Xanterra Travel Collection (Xanterra) owns a growing group of hospitality, travel and leisure businesses operating in more than 30 countries. As the nation’s largest National park concessioner (our original core business), environmental stewardship, compliance and sustainability are fundamental to everything we do. In the last decade, Xanterra has established itself as the industry leader in protecting and preserving the environment in national parks, private resorts and adventure travel. The company’s 6500 (peak season) employees provide superior guest service to visitors from around the world who visit the company’s 20+ hotels and lodges with more than 4,000 guest rooms, 45 retail stores, 55 restaurants, 1,500 campsites, a tourist train, and six cruise ships. The primary responsibility of the Central Reservations Lead Agent is to assist the Reservations Supervisors to oversee and assist in coordinating the daily operations of the Central Reservations call center.

    Responsibilities

    • Assist in supervising agents to ensure all customer inquiries via telephone, fax, internet, email, mail, etc. are answered and handled timely, efficiently and within established standards.
    • Assist Supervisors to coach, develop and motivate agents to ensure customers receive the highest in quality customer service.
    • Provide ongoing constructive feedback to agents to ensure established goals and standards are followed and met.
    • Assist in monitoring all areas of individual agent performance to ensure standards are met, i.e. call monitoring, test calls, attendance, documentation to Supervisors, etc.
    • Assist in managing statistics, maintaining files, etc. as required.
    • Provide constructive feedback to the Reservation Supervisors regarding agent performance, both ongoing and for Performance Reviews.
    • Solve customer service issues with enthusiasm and in the best manner for the customer/company.
    • Assist Trainer and Reservation Supervisors to ensure agents have the necessary follow-up training.
    • Provide training assistance when needed to ensure agents have the appropriate technical and product knowledge.
    • Participate in the recruiting process as needed.
    • Provide work direction to agents on non-phone projects.
    • Manage time, prioritize tasks and assignments to ensure they are completed within the designated timeframe.
    • Establish and maintain a strong relationship between Central Reservations and other departments or properties within the company.
    • Represent Central Reservations and Xanterra in a professional manner at all times.
    • Maintain strict confidentiality
    • Assist with and take a leadership role as required in coordinating/handling other special projects assigned by the Reservations Director and/or Reservations Supervisors.

    Qualifications

    Preferred Work Skills and Knowledge:

    • Extreme flexibility in work schedule with willingness and ability to work hours as required to manage the seven day a week call center operation
    • Positive and upbeat demeanor, with great internal customer service skills
    • Strong time management skills
    • Ability to manage multiple tasks simultaneously and adjust based upon priorities
    • Strong written and verbal communication skills
    • Strong leadership, problem solving and reasoning skills
    • Must be a team player that can take direction and/or work independently as required, in addition to supporting policies, procedures and team members

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