Job Information
Our client specializes in providing remote labor and customer service solutions for a wide range of industries, predominantly from Hospitality, but also covering Insurance, Health Care, Rapid Response, and everything in between. More recently they have moved into SaaS, developing an AI platform called “Skye Virtual Agent”. The company is looking to hire a Director of Reservations to oversee their Hotels Central Reservations department which involves managing a team of agents and supervisors who answer reservations calls for almost 200 properties (and growing). This person will be responsible for managing and overseeing all employees and customers in the Central Res department. Ensuring that all goals and SLAS are met and that their customers are always happy with their service. The company is looking for a proactive, self-starter with knowledge and leadership skills, to lead this department into the future.
The company is a fully remote company. They have people who work from home all around the world, however their company operates on American Eastern Standard Time. Whoever applies for this role needs to be ok working typical business hours of 9am-5pm M-F EST
Responsibilities and/or Accountabilities
• Oversee and manage the Central Reservations Department to ensure goals and budgets are met each year
• Ensure that the department operates at a 50% margin or higher
• Maintain an A-Player team of 66% or higher while keeping staff turnover between 2-5% pa
• Ensure that the conversion percentages are met. Department conversion for Total calls should be over 10% and conversion percentage for new res calls should be over 20%
• Keeping the abandon rate below 5% for the department
• Customer retention should be at 85% year over year
• Training, coaching and guiding employees to ensure they are meeting all SLAs and delivering on customer goals
• Meeting with customers regularly to garner feedback and ensure they are always improving and meeting their needs
• Analyze daily reports to ensure margins and SLAS are being met
• Reports to the Head of Service
• Other duties as assigned.
Qualifications and Qualities:
• Preferably 10-15 years experience in hotel reservations
• Experience with reporting tools (Tableau. Power BI)
• Experience working with PMS systems such as Opera, HMS, MEWS, etc
• Experience working with a CRS booking tool
• Preferably experience with Forbes and LQA standards
• Strong leadership skills and a proven track record of getting results
• Result driven
• Experience working with executive teams is beneficial
• Ability to prioritize and complete work with little supervision and under tight deadlines.
• Strong organizational skills
• Excellent written and verbal communication skills
• Attention to detail is a must
• Preference for a fast-paced, high-volume work environment
• Must be a problem solver who can think on their feet to come up with creative solutions on their own