Reservation Manager

ALG Vacations (ALGV), part of the Hyatt family, is widely recognized for providing the industry's leading leisure travel experience to destinations worldwide. As North America's only vertically integrated travel, hospitality, and leisure management group, we can oversee all aspects of the vacation- from the moment a guest books a trip to the time they return home. Serving more than three million passengers annually, each of our highly respected brands offers unique benefits and a wide portfolio of destinations.The information below covers the role requirements, expected candidate experience, and accompanying qualifications.Grow your career as a Reservation Manager with Inclusive Collection. In this role, you will be responsible for the development and performance of the offline channel for HIC's Direct. You will be the driving force behind the success of offline sales and service for HIC, directing a team by providing leadership that is in line with company objectives. You will lead a staff of Supervisors whose purpose is to effectively manage the day-to-day operations of the call center by ensuring their teams are delivering exceptional customer service and sales, ensuring that our customer experience strategy and goals are attained. A successful Reservation Manager will: Responsible for obtaining profitable results through developing a sales team through motivation, regular coaching and counseling, skills development and product knowledge development Deliver on the customer experiences that provides clear and understandable service value for our strategic partners by anticipating and adapting to their changing needs. Identify solutions to deflect low valued service calls to drive efficiencies and lower CPA Manage a large on and offshore team to achieve company goals while providing clients with a high level of service Responsible for the planning, direction, organization and control of supervisor team and frontline representatives to accomplish specific objectives Monitor sales and service KPI's to build more effective communications, to understand training and development needs, and to provide insight for success to agents, peers and executives Set examples for Call Center staff in areas of commitment, organizational skills and teamwork Responsible for tracking and submission of call center Agents & Supervisors due commissions The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.Requirements:4+ years of experience in management Strong computer and organizational skills Ability to operate in a fast-paced environment with ever changing variablesProven leadership and ability to drive sales teams where revenue generation is a key objective Strong technical analysis, troubleshooting, and problem resolution skills Strong background in consumer customer service, measurements and reporting, quality processes and inbound sales Strong Analytical and mathematical skills Exceptional understanding of call center best practices and forecasting/scheduling High-energy, possess a passion for quality, responsive to customer needs with a history of strong results Ability to travel 25-40% of the timeAbout ALG Vacations:It all begins when our client's book with ALG Vacations. We keep our standards as high as our passion for travel, working together with our agents to ensure every client's vacation exceeds every expectation. We are an industry innovator that combines the expertise of many different brands. ALG Vacations consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across multiple segments, comprising: Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brandsDestination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.Since 2021, ALG Vacations has been part of the Hyatt family. At Hyatt, we believe in the power of belonging and creating a culture of care where our colleague's become family. Our colleagues and our guests have been at the heart of our business since 1957 and helped Hyatt become one of the best and fastest-growing hospitality brands in the world. As we continue to grow our business together, we never lose sight of what's most important: Our People. We turn trips into journeys, encounters into experiences and jobs into careers. To learn more about ALG Vacations: INCLUSIVE COLLECTIONInclusive Collection offers the luxury leisure market high quality Endless Privileges, UnlimitedLuxury and Unlimited-Fun vacations, where everything is included. Our ValuesAt ALG Vacations, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate: Empathy • Well Being • Inclusion • Integrity • Respect • Experimentation Our Commitment to Diversity & InclusionBeing part of ALG Vacations and the Hyatt family means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We are committed to diversity across the board"”from who we hire and develop, organizations we support, and who we buy from and work with. We're proud to offer exceptional corporate benefits which include:Travel Perks and Benefits for both ALG Vacations and HyattMedical, Dental and Vision InsuranceBasic Life InsuranceShort- & Long-Term DisabilityPaid Parental LeaveCorporate Wellness ProgramTravel Discounts & DealsPaid Time Off & Holidays401(k) Plan with Company MatchWe are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.PDN-9d4389ee-21e6-4259-a985-0c830919c8ed

Created: 2024-11-02