Job Details

Job Description

Are you ready to lead a dynamic team in an encouraging environment? At Hilton Grand Vacations, we are seeking a motivated leader to join our world-class Reservations Contact Center in Las Vegas, NV. The Reservations Supervisor provides general supervision and management support across all aspects of departmental operations for the Hotel Reservations Contact Center

Why Team Members Love Working Here?

• Driven base pay plus monthly performance incentives
• Get your earned pay any time before payday through DailyPay*
• Medical, Dental, and Vision benefits starting on Day One
• Generous Vacation Time Off Program and Paid Sick Time
• GO Hilton Discounted hotel rates worldwide
• Tuition reimbursement programs
• Recognition Programs and Rewards
• Internal Growth and Career Pathing

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Responsibilities

Key Responsibilities

• As a Supervisor Reservations, you will play a crucial role in ensuring the smooth operation of our contact center. Your responsibilities will include:
• Building and maintaining a positive working environment that attracts and retains high-quality staff.
• Promoting a sense of customer service excellence, teamwork, harmony, motivation, recognition, and continuous improvement at all times.
• Nurturing relationships and maintaining open lines of communication with internal and external team members and senior leaders.
• Supporting and advocating company and departmental policies, processes, business goals, and initiatives while proactively adapting to change.
• Coordinating the daily review of Reservations Specialists' schedule adherence and efficiency.
• Monitoring shift schedules to ensure specialists are logged in and ready to accept calls as scheduled.
• Managing reported absences and sending daily Call Out & MOD coverage to the leadership team via email.
• Adjusting breaks, lunch schedules, and work assignments as needed.
• Monitoring contact center phone workgroups, email, and fax inboxes to ensure maximum operational performance.
• Answering phone calls and responding to emails during high volume periods.
• Applying the CXone dashboard system to ensure efficient operation of inbound phone workgroups.
• Reporting system issues to the IT support center and ensuring timely resolution.
• Providing assistance to Reservations Specialists, taking ownership of calls and emails that have been brought up, and resolving customer issues in a timely manner.
• Providing proactive mentoring to Reservations Specialists on performance standards, policies, procedures, and product knowledge.
• Identifying remedial training needs and collaborating with department managers to implement corrective actions.
• Assisting with new-hire training and ongoing performance improvement training for all team members.
• Collaborating with managers, training, and quality assurance partners to develop training materials.
• Serving as a key subject matter expert on all aspects of contact center operations.
• Maintaining familiarity with training job aids and reference materials to ensure accuracy and consistency.
• Analyzing weekly contact center reports, annual operating plans, and other business intelligence to improve efficiency, productivity, and customer service.
• Completing all required company trainings and compliance courses as assigned.
• Adhering to company standards and maintaining compliance with all policies and procedures.
• Processing payroll adjustments for direct reports and maintaining the company-wide attendance policy spreadsheet.
• Performing other related duties as assigned.

Qualifications

Qualifications

To be successful in this role, you will need:

• A high school diploma or GED; a Bachelor's degree is preferred.
• A minimum of 3 years of experience in hospitality or call center leadership.
• At least 2 years of supervisory experience.
• Strong attention to detail and keen analytical skills.
• A strategic approach and the competence to operate autonomously as well as cooperatively.
• Excellent interpersonal and communication skills, both oral and written.
• Outstanding organizational and task management skills with the ability to balance multiple projects and complete them on schedule.
• Computer skills with proficiency in Word, Excel, Outlook, PowerPoint, and Internet.