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- Train, assist, and mentor new employees in the department
- Provide team leadership to achieve identified performance metrics and targets
- Through coaching and counseling sessions maintain and improve all areas of performance; productivity, quality and attendance;
- In collaboration with HR assist in the recruitment of new reservation agents
- Translate, implement and enforce company policies, procedures, and priorities
- Work with workforce management tools and business tools to monitor calls and emails
to ensure schedules are achieved
- Conduct performance appraisals and feedback sessions as needed
- Delegate identified tasks as appropriate
- Handle reservations/escalations as needed
- Assist Operations Manager Customer Service
- Service hotel partners with process, inventory availability, rates, and special offers
- Resolve complaints/issues for both hotels and customers
-Perform quality processes; email, procedures, phone skills