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DATE ADDED: Sun 30/06/2019

Reservations Team Leader

London, UK


JOB TYPE: Permanent, FullTime

Our Reservation Team Leaders are the stars of our Global Contact Center Entrusted with providing exceptional customer service through all channels, whilst optimizing the conversion of all enquirers to achieve performance targets and standards. Though skillfully trained, they never lose sight of their ultimate responsibility, to deliver the best guest experience at any stage of their journey with us. A day in the life of our Reservation Team Leaders… demands high levels of energy. They need consistency even though the days are never alike; and creativity to tackle daily adventures. Listing all of the contributions that our Reservation Team Leaders accomplish would be lengthy but the list below is essential to know. Our Reservation Team Leaders are responsible for the reservation agent teams during their day. This will include identifying and developing best practice, communicating appropriate information effectively to the team including information such as rate & package availability, procedure & policy additions & amendments all to ensure our guests receives nothing but the best experience. Sometimes our Reservation Team Leaders have to provide training, coaching and conduct 1 to 1 meeting in order to provide constructive feedback to development the team’s skills. They sometimes also need to respond to customer complaints and escalates them as necessary. Our Reservation Team Leaders work closely with the other team leaders as well as with the Customer Service Manager and Quality Team in order to promote the global contact center mission and vision whilst positively influencing and contributing to the team culture. Our values of Personality, Passion, Respect, Working Together and Creativity guide us each and every day. The purpose of the Reservation Team Leaders is to live their behaviors to continue to create our legacy. Communication is what keeps our departments running perfectly. Our Reservation Team Leaders must communicate with other departments and extended hotel team in order to ensure the alignment remains. The items shared are essential. However, to ensure consistency, our Reservation Team Leaders are provided with specifics on how we care for their department and our hotel. See description
Role: Reservations Team Leader
Job Type: Permanent, FullTime
Location: London, UK, UK

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