Xanterra Leisure Holding, LLC

  • Reservations Manager

    Job Locations US-VT-WILLISTON
    Requisition ID
    2019-19840
    Posted Date
    6 days ago(8/14/2019 1:59 PM)
    Category
    Management
  • Overview

    Join VBT and Country Walkers; an award-winning, Vermont-based active travel company and be part of our high performing, international team. We offer deluxe, small-group bicycling and walking tours worldwide at a variety of different levels and paces. Positively impacting people's lives through active travel experiences is what we’re all about!

     

    We're seeking a professional Reservations Manager for our Williston, Vermont office.  This position provides management, training and coordination of our sales team of Tour Consultants.  Serve as part of the management team of the Call Center along with Director, Guest & Air Service Manager and Guest Relations Manager supporting the Call Center day to day operations. 

    Responsibilities

    • Team leadership to include hiring, training, scheduling, daily support, mentoring and performance evaluation
    • Establish individual goals, track performance and provide routine reporting on metrics
    • Provide appropriate Sales training to ensure a sales and service orientation that efficiently leverages the value of every call for maximum net reservation revenue
    • Determine and document departmental best practices for all duties and responsibilities
    • Maintain and enhance employee engagement, knowledge, skills with ongoing development and work environment focus
    • Evaluate training requirements and establish training goals with timelines
    • Use phone recordings, quality reports and guest feedback to design one-on-one or group interventions designed to improve performance
    • Provide appropriate Sales training to ensure a sales and service orientation that efficiently leverages the value of every call for maximum net reservation revenue
    • Ongoing Sales skills trainings; conversion, outbound, Sales training new agents once they are done with ST training
    • Ensure that brands are being represented accurately
    • Facilitate role-playing, mock calls, and testing for ongoing agent training
    • Act as back up to Call Center Director, Guest and Air Service Manager, and Guest Relations Manager
    • Assist with after-hours emergencies as needed
    • Support all members of the call center with backup queue calls

    Qualifications

    • 3 - 5 years of supervisory experience, preferably in a customer service, call center environment
    • Demonstrated strong interpersonal communication, active listening, motivational and facilitation skills
    • Proven experience with creating presentations
    • Ability to gather, assemble and analyze facts and devise solutions
    • Ability to promote and support a consistent, professional, customer focus
    • Ability to work effectively in a team environment
    • Ability to build relationships with all departments and levels of the organization
    • Exceptional technical skills; computer operations, systems navigation, data entry required
    • College degree or relevant professional experience

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