Location: Saint Simons Island,GA, USA
As the Sales and Information Center (SINC) Reservations Workforce Assistant Manager, you deliver extraordinary guest experiences every day. Your strong people leadership experience and constant positivity help build, grow and develop a team to maximize productivity and embody the spirit of Gracious Hospitality. You will oversee a team to include Sales Experience Consultants, Member Reservations, Group Reservations, Golf Experience Consultants, SINC Assistant Managers, and Telephone Operators.
You are a champion for the Revinate software system, PMS, and AMS. You will use these systems to assist in pulling analytics, presenting data in a digestible manner, and to give suggestions based on trends or anomalies discovered in this data. You are responsible for coaching, call audits, compliance, and leads management. You will assist in the analysis of call volume and booking trends and make informed decisions for the business. You use your operational savvy to research and resolve guest problems, coordinating with the appropriate departments and following up with guests. Your success is measured by revenue created, guest/member satisfaction, agent productivity, and other metrics.
You assist in the following tasks: scheduling the team and ensuring appropriate phone coverage, administering payroll, monitoring job performance, coaching, and auditing the team operations. You provide meaningful individual job performance feedback and coaching as you thoughtfully supervise Call Center team members, directing activities for quality and service that embrace our superior standards with warmth and comradery. You assist with the maintenance and auditing of our Activity Management System and Online Activities Booking Platform. You are responsible for ensuring that team members understand their metrics via coaching as well as weekly reports. You are responsible for performing administrative duties needed by SINC leadership. You assist in providing support to the Group Reservations team as needed in their day-to-day efforts.
You form effective relationships and work closely with resort departments to maintain rapport and foster open communication. This includes coordination with key stakeholders including the leadership team of each vertical (Spa, Golf, Food and Beverage, etc.). You set the tone by consistently upholding and ensuring compliance with departmental procedures, including standards for safety, quality, timing, attendance, and appearance. You maintain a thorough knowledge of current services, amenities, activities, dining options, shops, local attractions, and historical information regarding Sea Island and the surrounding area. When needed, you act to promptly resolve guest concerns, coordinating necessary efforts through the appropriate departments and consistently follow-up to ensure resolution.
Job Requirements:
* Five years or more successful experience in a related field, such as hospitality, sales, reservations, call center, workforce management
* Proficiency in Microsoft Office software applications (Word, Excel, Outlook) and office equipment
* Expert level (or ability to gain the knowledge) in call center and resort related software applications
* Physical strength and stamina to perform a Call Center leadership role, maintain a prolonged seated position throughout a scheduled day, perform repetitive tasks with accuracy, and be comfortable with noise levels in a resort call center environment, with or without a reasonable accommodation
* Timeliness and flexibility - you agree to work a flexible schedule. We work at peak business hours, which for us includes weekends, early mornings, evenings, and holidays
* Excellent communication skills in English, both written and verbal