NDM Hospitality Services
  • Kissimmee, FL, USA
  • 35,000
  • Salary
  • Full Time

Competitive Benefits Package including 401k, PTO , Medical, Dental, Vision and Life.


Organize and direct our Call Center team. The supervisor will be responsible for assessing the teams work and give them feedback to maximize performance. Promote awareness of brand image internally and externally. Use sales techniques that maximize revenue while maintaining existing guest loyalty to LRR. Assist with team member questions about property facilities/services.


Responsibilities
Take over checking availability of accommodations and dates, including finding alternative dates or options for difficult guest calls. Contact appropriate individual or department (e.g., Sales, Operations, and Accounting) as necessary to resolve guest calls, requests, or problems.
Overcome potential issues while maintaining a polite and enthusiastic demeanor.
Maintain an upbeat, positive and motivated demeanor especially when interacting with resort guests, coworkers, and managers. Provide complete and accurate information to guests on every telephone call.
Handle situations with unsatisfied guests.
Follow and uphold all company policies and procedures; maintain confidentiality of proprietary information; protect company assets.
Anticipate and address team needs to ensure the team is updated and knowledgeable about new and current promotions.
Speak with others using clear and professional language; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other team members.
Comply with quality assurance expectations and standards.
Devise ways to optimize procedures and keep staff motivated.
Maintain daily reports accurately and completely, prepare weekly report of previous week performance.
Qualifications:
Proven experience as call center supervisor or similar supervisory position.
Minimum two years telemarketing sales experience preferably in a large call center environment.
Must have excellent written and verbal communication skills.
Must be able to read/write/speak the English language.
Understand written/oral instruction, timeshare/hospitality background preferred
Must be able to work a variable schedule, including weekends, based on call center needs and be enthusiastic and energetic.
Call Center PM/Weekend Supervisor
Must possess basic data entry and word processing skills.
Must have the ability to look up time available for surveys, while servicing guest on the phone.
Ability to input accurate notes pertaining to owner contact and or needs
Superior organizational and tracking skills while on phone with the guest.

NDM Hospitality Services
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