Operations Supervisor (Reservations / Travel Booking)

TASQ Staffing Solutions; Cebu City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A staffing solutions company is seeking a Reservations Supervisor to lead the reservations team in Cebu City. The ideal candidate has a Bachelor's degree, with at least 3 years of experience in reservations combined with sales in a BPO environment, and must be proficient in GDS systems. Responsibilities include team management, operational excellence, and enhancing customer experience. This position offers various benefits, including health insurance after regularization.

Benefits

10 vacation leave days upon regularization

10 sick leave days upon regularization

5 emergency leave days upon regularization

HMO Health Insurance available from the 4th month

Qualifications

• Minimum 3 years of experience in reservations with sales in a BPO environment.
• At least 2 years in a supervisory role.
• Proficient in using GDS/reservation systems.

Responsibilities

• Lead and supervise the reservations team.
• Monitor call handling and team productivity.
• Ensure reservations are processed accurately.
• Track and evaluate performance metrics.
• Ensure a seamless customer journey.
• Onboard and train new team members.
• Report system issues and coordinate with IT.

Skills

Leadership

Customer service

GDS/reservation systems

Problem-solving

Team management

Education

Bachelor's degree in business administration, hospitality, or related field

Job description

Overview

Reservations Supervisor

Work Setup: Onsite (Cebu City)

Shift: Rotating/Shifting

Qualifications

• Bachelor's degree in business administration, hospitality, or a related field.
• At least 3 years of experience in reservations (flight/tours/hotel/rentals) with sales in a BPO/call center environment
• At least 2 years in a supervisory/leadership role
• Proficient in using GDS/reservation systems and tools
• Available to start immediately

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, 5 EL
• HMO Health Insurance available on the 4th Month (Employee + 1 Free Dependent)