Reservations Coach (Supervisor) – Bilingual (Mandarin)

Royal Caribbean Group; Makati; Vor Ort; PHP 650.000 - 900.000; Vollzeit

Zusammenfassung

Royal Caribbean Group in Makati is seeking a Reservations Coach – Bilingual Mandarin to develop Reservations Specialists and strengthen pre-cruise sales and service performance. You will conduct new-hire orientation, deliver ongoing coaching, and handle escalations in Mandarin and English for team members, guests, and partners.

The role focuses on coaching, sales and service optimization, and collaboration with leadership to hit KPIs while maintaining high-quality guest experiences.

Qualifikationen

• Bilingual Mandarin and English, strong written and oral skills.
• Experience coaching or training call-center or reservations teams.
• Ability to drive sales and service performance through coaching and training.

Aufgaben

• Conduct orientation for new Reservations Specialists and introduce them to the pre-cruise process.
• Develop coaching plans and provide ongoing resources to improve performance.
• Coach team to improve sales conversions, reduce escalations, and improve caller satisfaction.
• Handle complex reservation issues and escalations as needed.
• Design training initiatives and evaluate program effectiveness.
• Promote a consistent coaching culture across the team.
• Ensure training aligns with KPIs and provide regular follow-up.

Kenntnisse

Mandarin proficiency

English proficiency

Coaching

Sales coaching

KPI analysis

Tools

CRM tools

Jobbeschreibung

About the role

The Reservations Coach – Bilingual Mandarin plays a key role in developing Reservations Specialists and strengthening the team’s pre-cruise sales and service performance. This position conducts new-hire orientation, delivers ongoing coaching and support, handles complex reservation issues and escalations, and partners with the Leadership Team to improve performance against established KPIs. The successful candidate will provide coaching, communication, and operational support in Mandarin and English to team members, guests, and business partners as required.

Key responsibilities

• Conduct orientation for new Reservations Specialists and introduce them to the pre-cruise sales and service process.
• Develop individualized coaching plans and provide ongoing resources, guidance, and support to improve team performance.
• Coach Reservations Specialists to develop their sales and service capabilities, maximize sales conversion, provide accurate resolutions, improve caller satisfaction, and manage calls effectively.
• Handle complex reservation issues and escalations.
• Conduct training needs analyses and design and develop appropriate training initiatives.
• Promote a consistent coaching and training culture across the team.
• Ensure team members receive ongoing sales, product, and systems training aligned with business KPIs, with consistent follow-up.
• Evaluate the skills and knowledge of the Reservations team and provide feedback and documentation to support performance improvement plans.
• Observe sales and service interactions with trade partners and guests and provide constructive coaching.
• Submit performance reports against established KPIs and meet regularly with the Leadership Team.
• Communicate and interact effectively with decision-makers at all levels, internally and externally.
• Adhere to company policies, procedures, and business ethics standards.
• Perform other duties as assigned by the Manager.

What we're looking for

• Bilingual proficiency in Mandarin and English, with strong verbal and written communication skills in both languages.
• Strong knowledge of sales and service processes.
• Demonstrated ability to coach, motivate, and develop team members to achieve established targets and KPIs.
• Ability to engage and build positive relationships with individual team members.
• Excellent customer service skills, including the ability to manage guest concerns and escalations.
• Ability to multitask effectively while completing tasks accurately and thoroughly.
• Ability to read, interpret, and analyze performance reports to assess team performance against established goals and targets.
• Ability to coach and remediate team members who are not meeting established targets or KPIs.
• Ability to build trust, communicate effectively, drive execution, foster innovation, maintain a customer-focused mindset, collaborate effectively, solve problems creatively, and demonstrate high integrity.
• Ability to maintain professional internal and external relationships aligned with company core values.
• Ability to work effectively within a small local team and a larger global team in a highly motivated and competitive environment.
• Ability to proactively establish and maintain effective working relationships with support departments.