Reservations - Area Communications Supervisor

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Reservations - Area Communications Supervisor

Description

Position Summary

The Area Communications Supervisor supports the Area Reservations Sales Coach in driving quality, performance, and continuous improvement across the Reservations Experience Planner team. This role ensures consistency in call scoring, coaching, and agent development while contributing to broader quality assurance initiatives including Email and Chat channels.

Essential Functions

1. Conduct assigned Monthly Manual Interaction Call Scoring and Monthly Quality Coaching, ensuring each agent receives a review of a representative sample of calls.

2. Provide meaningful, constructive feedback during coaching sessions, help agents set clear goals, offer specific guidance, and deliver ongoing support to achieve a Quality Assurance score of 75% month over month.

3. Identify performance trends and developmental needs; deliver additional coaching or tailored recommendations as necessary.

4. Demonstrate strong attention to detail by ensuring coaching documentation and supporting reports are completed accurately and proactively.

5. Partner with the Area Reservations Sales Coach to analyze QA results and develop strategies to enhance the Quality Assurance program.

6. Monitor agent and team performance, creating strategies to improve KPIs and overall customer service.

7. Review and analyze MTD/MOM QA reports published by Snowfly, ensuring accuracy and actionable insights.

8. Share feedback on training and onboarding processes, contributing to continuous improvement.

9. Actively contribute as a collaborative member of the Development Team, supporting the achievement of team goals.

10. Support implementation of new systems and processes as requested.

11. Participate in calibration sessions to maintain accuracy and consistency in evaluations.

12. Contribute positively to team culture, fostering collaboration and professionalism.

13. Prioritize and manage multiple responsibilities effectively, maintaining performance under pressure.

14. Demonstrate composure and objectivity when decisions are questioned.

15. Schedule coaching sessions and training thoughtfully to minimize impact on Reservations Sales operations.

16. Provide feedback on processes to drive continuous improvement.

17. Maintain exceptional, proactive communication with agents, peers, and leadership.

We offer excellent benefits:

• Complimentary room nights*
• Unlimited discounted and Friends & Family Room Rates
• Medical, Prescription, Dental and Vision Insurance on 30th day of employment*
• 401K with company match*
• Generous Paid Time Off policy*
• Paid sick time
• Paid Family Bonding Time and Adoption Assistance*
• Tuition & Wellbeing Reimbursement*
• Free colleague meals during shift
• Employee Stock Purchase Plan*
• Access to resort facilities including spa services, programs, hiking trails and gym

*Exact benefit package is contingent on status

Qualifications
Qualifications

- Proficient in MS Office, Webcams, and Virtual Meeting software (preferably Teams).

- Professional demeanor with exceptional pro-active verbal, written and electronic communication skills with ability to skillfully articulate and communicate (negative) feedback.

- Strong problem-solving capabilities for creating meaningful strategies to improve support quality.

- Proven track record of analytical skills;

- Previous experience in reservation sales is preferred.

- Familiarity with Revinate is preferred.

- Exceptional time management, detail orientation and organizational skills.

- Knowledgeable about goal-setting practices.

- Demonstrates strong compassionate and collaborative traits, maintaining a calm demeanor.

- Flexibility to work weekdays, weekends, mid-shifts, nights, and holidays.

- Preferred experience in coaching and/or team leadership.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.