Supervisor-Rental Operations-Extra Holidays

Hotels Clubs and Spas
Customer Service
Supervisory level
Americas North and South
Salary Description:
Wyndham Worldwide
Job Ref:

Supervisor-Rental Operations-Extra Holidays
28 Nov 2016

Summary Promote the success of our $90M rental program by ensuring, through supervision, process design, documentation and revision, and direct contribution, the smooth capture of reservations, processing of payments and transmittal of reservations and payments to our system of record. Oversee the fulfillment process for rental operations, with attention to cost control and customer satisfaction. Maintain and enhance the brand reputation by personally addressing and resolving customer service issues with customers, resorts and vendors. Directly manage Reservations Coordinators with responsibility to coordinate and assign work assignments, review performance trends, deliver coaching, training, and disciplinary action as needed. Essential Job Functions Responsibilities include, but are not limited to: 1. Responsibility #1 a. Direct and manage reservation processing activities (45% time) i. Direct Reservations Coordinators and assign and oversee daily tasks among contractors and associates to include the following: 1. Direct and monitor work activities of Reservations Coordinators to ensure optimal departmental efficiency and staff utilization. 2. Manage and oversee department in Manager's absence 3. Identify staff performance trends and opportunities. Proactively and consistently provide coaching and training to staff. Ensure access to appropriate tools and multiple systems to perform job duties. 4. Ensure complete and thorough processing of daily activities. Analyze process to identify and implement process improvements and efficiencies where available. - Upload reservations from the daily iHotelier file in a timely manner - Pull and input new vendor reservations into iHotelier - Charge guests for reservations when automatic payment processing does not occur - Process cancellations and modifications as documented in the daily file - Ensure Credit Card problem log is cleared daily 2. Responsibility #2 a. Process waitlisted reservations (15% time) i. Work across departments and locations to coordinate waitlist resolutions by enlisting the aid of Inventory Management, Yield Management and Property Management team members. 3. Responsibility #3 a. Provide customer service and resolution for escalated issues (15% time) i. Work directly with customers, resorts and vendors to investigate and negotiate resolutions for referred customer service issues. Authorized for individual relocations of $5,000. 4. Responsibility #4 a. Administer payment issues (20% time) i. Process reservation denials and cancellations for reservations booked via third parties when the credit card payment is declined and contact the guest or the third party, as appropriate. ii. Ensure Bad Debt related functions and charges are processed and work with the Extra Holiday's accounting team to process Bad Debt files in a timely manner. 5. Responsibility #5 a. Design & Maintain process documentation and standard operating procedures (SOPs) in rapidly changing environment (5% time) 6. Performs other duties as needed Travel Requirements Minimal and infrequent if at all.
Minimum Requirements and Qualifications a) Education - Associate degree b) Training Requirements - N/A c) Knowledge and Skills - Demonstrated ability to work under pressure - Strong interpersonal skills and ability to work well with others - Must have excellent communication skills and the ability to develop the same in others - Strong training and employee development skills. Exhibit patience and versatility when training team members. - Ability to facilitate meetings and handle multiple projects simultaneously - Excellent organizational and time management skills - Ability to effectively direct staff and workflow of the department in order to meet deadlines - Familiarity with accessing, navigating and filling out online forms - Comfortable with operating multiple reservations, customer service and property management software systems. - Must be able to maintain a calm and professional mannerism when dealing with upset and irate guests via phone and email communications. d) Technical Skills - Proficient in using RCC - Proficient in using iHotelier/iManager - Basic knowledge of FOCUS - Moderate proficiency using Microsoft Excel, Outlook, Word e) Job Experience - Proven training experience to include compiling and revising of SOP's - One year travel industry customer service experience or equivalent - Prior supervisory experience strongly preferred Unless there is a legal requirement, experience will be accepted for the education requirement.

Contact Details:
Wyndham Worldwide
Tel: .
Contact: HR Department

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