Responsibilities
• Oversee a team of reservation agents, ensuring the timely and accurate processing of bookings and customer inquiries.
• Lead, motivate, and mentor the team to meet performance goals while maintaining high standards of service quality.
• Manage the configuration of the Fareharbor booking system for the assigned client(s), ensuring rates, schedules, and other operational settings are updated and aligned with client needs and requirements.
• Coordinate with internal teams (client management, Fareharbor support, and operations) to resolve system issues, implement changes, and ensure smooth reservation operations.
• Act as a liaison between the client and internal teams to guarantee seamless communication.
• Serve as a key point of contact for clients, ensuring prompt and professional responses to inquiries, changes, and requests.
• Provide technical guidance to clients when necessary, translating complex system details into clear, actionable information.
• Prepare, update, and maintain system documentation, including standards of work, process flows, and reporting procedures. Ensure that the team adheres to these standards for consistent performance.
• Develop and conduct training sessions for team members to ensure proficiency in system usage, client communication, and the latest industry best practices.
• Regularly uptrain and refresh team knowledge on Fareharbor and other tools to improve operational efficiency.
• Work with management to assign the right resources to specific projects and track progress to meet deadlines.
• Monitor workloads and ensure the team has the support needed to handle peak demands or special projects.
• Provide oversight on outstanding change requests or customer issues, ensuring timely and accurate resolution.
• Proactively follow up to make sure that issues are addressed before they escalate.
• Lead or contribute to special projects as assigned by the supervisor, ensuring objectives are met within deadlines and that results align with company goals.
Qualifications and Requirements
• Must have a hospitality operations experience or travel and tourism operations experience.
• Clear and coherent in both written and verbal communication skills to be able to effectively convey information and ideas, both in writing and speaking, to a variety of audiences.
• Experience in coaching and strategic action planning to guide and mentor teams, developing clear, actionable plans for improvement and success.
• Strong organizational skills to maintain structure in daily tasks and operations.
• Effective time management skills to manage multiple tasks and priorities simultaneously while ensuring accuracy and efficiency in a fast-paced environment.
• Must be able to must work on-site in the office.
