Reservations Supervisor (Remote) Jobs

Overview (Text Only):
Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 310 guests and cruise around the world.
Our Mission: We imagine and deliver personalized and immersive experiences 180 degrees from ordinary
Our Vision: Enriching people’s perspective through inspired travel
Our Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible
The Reservation Supervisor is to oversee, coach, develop and motivate staff to ensure we deliver the highest in quality customer service across multiple channels, including voice, email, and chat. In addition, another primary responsibility is to provide leadership by overseeing and coordinating the daily operations within Windstar Guest Services.
This is a remote environment that you can enjoy within the comfort of your own home!
Full-time positions available to work remotely as long as you live in one of these states:
AR, AZ, CO, FL, LA, TX, and WA.
Responsibilities (Text Only):

• Be a unified representative of the Management Team.
• Ensure staff is trained with appropriate technical and product knowledge.
• Communicate openly and honestly with Team members.
• Monitor all areas of individual staff performance to ensure standards are met, i.e. call monitoring, test calls, weekly one-on-one’s, attendance, adherence, manned time, release time, etc.
• Provide ongoing constructive feedback to staff to ensure established goals/standards are met.
• Solve customer service issues with enthusiasm, doing what is best for the customer and company.
• Handle and work with employee escalation issues.
• Supervise employees to ensure calls, faxes, email requests, etc. are answered and handled timely, efficiently, and within established standards.
• Supervise, train, coach, develop and motivate Lead Agents to ensure they work effectively and efficiently to accomplish their tasks.
• Maintain strict confidentiality.
• Establish and maintain a strong relationship between Guest Services, the staff on board, and other departments within the company.
• Coach and oversee Sales agents revenue production ensuring agents are meeting department sales standards and goals.
• Manage team statistics, files, etc. as required.
• Collaborates with the training team to develop and maintains internal Sharepoint knowledgebase with new and changing information.
• Manage time; prioritize assignments to ensure they are completed within the designated timeframe.
• Represent Windstar Cruises in a professional manner at all times.
• Oversee and participate in hiring, training, scheduling, payroll, etc.
• Supervise, Coach, develop and motivate staff to ensure we deliver the highest in quality customer service.
• Prepare and administer all levels of corrective action when required.
• Participate in the creation of policies and procedures, then maintain, enforce and oversee their implementation.
• Provide work direction to reservations staff on non-phone projects.
• Work as a team member with the Management Team and staff.
• Handle and maintain well documented and accurate accountability of team performance
• Supervise and assist in coordinating other special projects as required or assigned by the Manager and Director.
• Conduct Performance Reviews as required.

Qualifications (Text Only):

• Proficient with Ring Central Applications, WFM and Call Recording Software
• Positive and upbeat demeanor and attitude
• Must be a team player that can take direction and/or work independently as required, in addition to supporting policies, procedures and team members
• Proficient with PCs, including Microsoft Office application
• Great Sales skills
• Cruise, Hospitality or travel industry experience
• Extreme flexibility in work schedule with willingness and ability to work hours as required to manage operation, including weekends
• High School diploma or equivalent is required. College degree is preferred
• Sales and Customer Service coaching experience
• Strong time management skills and ability to manage multiple tasks simultaneously and adjust based upon priorities
• Proficient with ACD systems
• Call Center Management experience
• Self-starter with excellent task management skills
• Strong leadership, problem solving and motivational skills
• High School diploma or equivalent is required. College degree is preferred
• Strong written and verbal communication skills
• Proficient in Seaware reservations system
• Great Customer Service skills (internal and external)