Reservations Center Team Lead – Elevate Guest Service

Minor Hotels Europe and Americas; Madrid; Vor Ort; EUR 26.000 - 34.000; Vollzeit

Benefits dieser Stelle

Training program

E-learning platform access

Mobility (national/international)

Incentives and Benefits Plan

Zusammenfassung

Minor Hotels Reservation Center in Madrid is recruiting a Coordinator for our Reservations Centre located in the centre of Madrid. You will be part of our reservations department, coordinating a team of agents to manage the requests received through the different sales channels of our customers.

This role involves continuous evaluation, feedback sessions, team coordination, action planning, reporting to platform managers, workload control and ensuring quality service.

Qualifikationen

• Experience as Call Center coordinator or supervisor.
• Strong communication and leadership skills.
• Ability to drive performance and motivate a team.

Aufgaben

• Continuous evaluation and monitoring of agents’ performance.
• Feedback through individual and group sessions.
• Coordinate and monitor the team of agents.
• Create and monitor action plans to reach objectives.
• Provide regular reporting to platform managers.
• Control workload sizing and balance.
• Resolve doubts and incidents.
• Lead, motivate and ensure quality management.

Kenntnisse

Leadership

Communication

Teamwork

Jobbeschreibung

Minor Hotels Reservation Center in Madrid is recruiting a Coordinator for our Reservations Centre located in the centre of Madrid. You will be part of our reservations department, coordinating a team of agents to manage the requests received through the different sales channels of our customers.

This role involves continuous evaluation, feedback sessions, team coordination, action planning, reporting to platform managers, workload control and ensuring quality service.