Reservations Supervisor

1 day ago

Cebu City, Philippines TASQ Staffing Solutions Full time

Work Setup: Onsite (Cebu City)

Shift: Rotating/Shifting

Requirements:

  • Bachelor's degree in business administration, hospitality, or a related field.
  • At least 3 years of experience in reservations (airline/flight/tours) in a call center environment
  • At least 2 years in a supervisory role
  • Proficient in using reservation systems, tools, and MS Office Suite
  • Preferably can start immediately

Key Responsibilities:

Team Management

  • Lead and supervise the reservations team to ensure smooth daily operations.
  • Monitor call handling, response times, and overall team productivity.
  • Schedule shifts and ensure adequate staffing levels to meet demand.

Operational Excellence

  • Ensure all reservations are processed accurately and in a timely manner.
  • Address and resolve escalated customer issues or complaints effectively.
  • Develop and implement standard operating procedures for the reservations team.

Performance Monitoring

  • Track and evaluate team and individual performance metrics.
  • Conduct regular coaching and feedback sessions to improve service quality.
  • Prepare and submit performance and operations reports to management.

Customer Experience

  • Ensure a seamless and positive customer journey from inquiry to booking.
  • Identify and implement strategies to improve customer satisfaction.
  • Collaborate with other departments to ensure a smooth customer experience.

Training and Development

  • Onboard new team members and provide comprehensive training on systems and processes.
  • Keep the team updated on company policies, new products, and industry trends.
  • Foster a culture of continuous improvement and learning.

System and Technology Oversight

  • Ensure the team efficiently uses reservation systems and tools.
  • Report system issues and coordinate with the IT department for resolution.
  • Provide input for system upgrades or enhancements to improve functionality.

Benefits:

Upon regularization:
- 10 VL, 10 SL, 5EL
- HMO Health Insurance avail on the 4th Month -(Employee + 1 Free Dependent)

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