Lead – Reservations Support

Xanterra; Miami (FL); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Reservations Lead to enhance guest services and manage a dedicated team. This role involves monitoring performance metrics, resolving guest escalations, and ensuring high-quality service delivery. The ideal candidate will possess strong leadership skills and a solid understanding of reservations systems. Join a forward-thinking company that values innovation and teamwork, while enjoying the flexibility of remote work. If you are passionate about delivering exceptional customer experiences and leading a team to success, this opportunity is perfect for you.

Qualifications

• 6+ months of call center experience required.
• Strong leadership skills to drive sales and service staff performance.
• Proficiency in computer reservations systems is essential.

Responsibilities

• Monitor reservations staff to achieve KPIs and provide support.
• Handle guest escalations and ensure timely resolutions.
• Assist in training and onboarding new employees.

Skills

Call Center Experience

Leadership Skills

Customer Service

Task Management

Microsoft Office Proficiency

Tools

Cruise or Tour Computer Reservations Systems

Call Recording Software

Management Studio

SharePoint

Job description

Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 342 guests and cruise around the world.

Our Mission: We imagine and deliver personalized and immersive experiences 180 degrees from ordinary

Our Vision: Enriching people’s perspective through inspired travel

Our Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible

We are currently seeking a Reservations Lead who will be responsible, in partnership with the Guest Services Management team to effectively manage the Vacation Planning team which consists of Sales agents, Service agents, Groups and Master Agents. This position sits in our Doral, FL office at least 3 days per week with additional weekdays as needed.

Windstar Cruises is an Equal Opportunity Employer

Responsibilities

• Monitor and support reservations staff to achieve KPI’s.
• Handle pre-cruise guest escalations and resolve within designated lead thresholds. Advise supervisors of all cases and current status.
• Provide backup phone coverage in queue phone skills as needed or advised by Supervisors.
• Grade all assigned weekly QA calls per planner.
• Oversee effective staff phone coverage and schedule adherence to achieve call/email answer quality.
• 90-day oversight, evaluation and supervision of new employees.
• Provide troubleshooting assistance for Ring Central issues coordinating with Ring Central systems specialist for any outstanding unresolved issues.
• Coordinate with SharePoint specialist to update items found to be out of date on SharePoint.
• Manage and resolve assigned Reservation Lead smart sheets.
• Provide Guest Relations booking support on Pre cruise bookings, research, revisions, resolution.
• Assist training lead with modules as assigned.
• Assist training lead with Launchpad by shadowing new hires for assigned times at end of training.
• Coordinate with Systems Specialist on enhancement orders and help-desk tickets for Seaware and other reservations systems.
• Offer support to the other Guest Services management team as needed and assigned by management.

Qualifications

• 6 months+ call center experience.
• Proficiency with Cruise or Tour computer reservations systems.
• Strong ability to lead sales and service staff to achieve high results, goals and KPI’s.
• Understanding of Phone system ACD and other contact center functions and features.
• Capability, using call recording software and Management Studio.
• An in-depth understanding of Windstar Cruises product, policy and procedure.
• General working knowledge of adult education methodology.
• Self-starter with excellent task management skills.
• An intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).

Work Environment: Remote work. Hard wire internet required.

EEO: Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.