Reservations Coach

Royal Caribbean Group · Pasay

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Position Title: Reservations Coach (Supervisor)

Reports to (title): Operations Manager

Targets: Determined on a Monthly basis by Management 

POSITION SUMMARY:

Position is responsible for conducting orientation to new Reservations Specialists and introduces them to the pre-cruise sales and service process. Develop individual coaching plans and provide resources and assistance. This role determines training needs analysis; observes sales and service transactions with trade partners and guests, conducts coaching and develops performance improvement plans, submit performance reports on target KPIs, and meeting regularly with the Leadership Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coach Reservations specialists to assess their sales and service ability needs to maximize sales conversion rate, deliver accurate resolution, caller satisfaction, and ability to manage their calls effectively
• Handle complex reservation issues and escalations
• Design and develop training needs, as well as create a training focused culture that is consistent across the team
• Ensure all staff receives ongoing sales and product/system trainings related to the business KPIs and provides constant follow up thereafter
• Evaluate skill sets and knowledge of the reservations team; provide feedback and documentation to develop performance improvement plans
• Communicate and interact effectively with decision makers, at all levels internally and externally
• Adhere to all company policies, procedures and business ethics codes
• Other duties as assigned by Manager

QUALIFICATIONS, KNOWLEDGE, & SKILLS:

• Strong knowledge of the sales and service processes
• Ability to engage and connect positively with each team member
• Ability to multitask effectively and ensure that all tasks are completed with full certainty and accuracy
• Excellent customer service skills to assist and handle guest escalationsAbility to motivate a team to specified targets

•  Ability to read, process, and understand various reports to analyze team member performance across goals and targets set forth by management
• Ability to effectively coach and remediate team members who are not meeting targets and/or KPIs determined by leadership

• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that meet company core values.
• Work both in a small local team and within a larger global team in a highly motivated, competitive environment toward a common goal.
• Proactively establish and maintain effective working team relationships with all support departments.

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