Job Description
Job DescriptionPOSITION TITLE: Assistant Reservations Supervisor DEPARTMENT: Reservations REPORTS TO: Director of Reservations CLASSIFICATION: Full-time Exempt; Salaried SALARY/WAGE: Starting at $55,000 annually WORK LOCATION: Main Office - Portland REMOTE WORKER: No
Job Profile and Description
Avanti Destinations is the market leader in long-haul independent travel management, working exclusively for travel agents. The Assistant Reservations Supervisor works with the Reservations Supervisor to ensure their team of sales assets, also known as Travel Consultants, achieve predetermined sales goals as well as maintain Avanti’s quality standards and necessary accuracy levels. They provide support to the Reservations Supervisor to effectively supervise their team with the day-to-day call center operations by assisting with reports, team questions, coaching, and providing appropriate feedback to their team. The Assistant Reservations Supervisor also works closely with the Reservations Supervisor, Reservations Support Supervisor, and Director of Reservations to ensure the Reservations Department maintains high standards for the company’s continued success.
This Full-Time position is eligible for participation in a comprehensive company benefits & perks program. Avanti offers low-cost medical and dental coverage, paid-time off, paid holidays, reduced cost Tri-Met passes (benefit eligibility begins at the beginning of the month following 60 days of employment).
Key Duties and Responsibilities
- Assist Reservations Supervisor with training, mentoring, and coaching Travel Consultants
- Works with Reservations Supervisor to create and encourage a team-based performance culture
- Acts as primary contact for Travel Consultants and Res Support Specialists on Help Desk, Training Help Desk, and in the Reservations General Chat room via Microsoft Teams
- Gives consistent, regular feedback to increase employee productivity while assisting on Help Desk and Training Help Desk
- Assist with Reservations calls, Requests emails, web payments, InTravel, and TourGate/Software testing as needed
- Utilizes resources efficiently and effectively to accomplish contact center objectives and goals
- Responsible for providing excellent internal and external customer service
- Assists Reservations Supervisor with identifying potential errors and issues. Works with supervisor to then implement plans of improvement using Performance Improvement Plans (PIP) and regular follow up on Training Required (TR) memos
- Assists Reservations Supervisors with fact finding for responding to phone calls/emails from dissatisfied customers when those calls/emails cannot be handled by a Travel Consultant, regardless of what team the Travel Consultant is on
- Attempt to resolve customer issues/complaints in most cost-effective manner while maintaining customer satisfaction
- Ensures that Avanti’s policies and procedures are followed and reports to Reservations Supervisor when inconsistencies are identified. Participates where necessary to clarify/amend or create procedural improvement
- Interfaces regularly with other Assistant Supervisors and supervisors inside and outside the Reservations Department regarding Travel Consultant’s performance
- Responds to interdepartmental communication(s) within a timely manner
- Create and analyze statistical reports; look for patterns regarding productivity of Travel Consultants and call center
- Ensures the Call Center is running by making sure Travel Consultants are taking calls, computers are working, and phone system is working. This includes minor troubleshooting for phone system and computers, as well as general Travel Consultant scheduling.
- Overtime work may be required.
- Other duties as required or assigned
Skills and Specifications
- Possess proven leadership skills to assist with directing employees to meet company goals and established conduct/sales standards
- High-level of professional, effective interpersonal communication skills with all levels of employees, both written and verbal
- Excellent problem solving, complaint resolution, and negotiation skills
- Demonstrate accurate and strong attention to details and manage customer situations using exceptional customer service. This includes continued updates and follow up until the situation is resolved.
- Able to work any shift to ensure proper coverage; Available for overtime hours as needed
- Able to adapt to changing policy and product in a fast-paced performance-driven culture
- Strong computer skills (MS Outlook, MS Word, MS Excel, MS Teams, Internet, etc.)
- Proficient in TourGate
- Proficient in Amadeus preferred
- Demonstrate exceptional habits of dependability and attendance
- Knowledge of our products and destinations
- Strong desire to be a part of a high growth company with an entrepreneurial spirit and a fast-paced, result-oriented culture
Education and Qualifications
- High School Diploma or GED equivalent
- Six (6) months of call center experience is preferred
- Six (6) months of Lead or Supervisory experience is preferred
- Demonstrate a professional and polished demeanor
- Demonstrate exceptional habits of dependability and attendance
Performance Measurements
- Maintains coverage of approved assistant supervisor communication channels and resolves all inquiries in a timely fashion.
- Maintains coverage of Reservations calls, Requests emails, web payments, InTravel, and TourGate/Software testing as assigned by maintaining phone handling and ensuring that all received communication is replied to and logged by end of business day.
- Ensures that TourGate, software, and web testing is completed in a timely manner, and any issues are communicated and resolved.
- Provides accurate and complete information about Company products and services to internal and external customers.
- Serving your ‘internal and external customer’ is a key priority and measure of success in this position.
- Maintains accurate and complete information about Company policies and procedures
- Timely completion and distribution of all required daily, weekly, monthly, and yearly reports.
- All bookings are reviewed, and any issues are resolved while assisting internal and external customers
- Ensures follow-up is established in a timely manner for problematic reservations.
- Ensures appropriate communication of personnel interactions are documented and shared with supervisor if needed.
- All assigned shared inboxes are processed and all emails have been responded to.
- The Company's professional reputation as a leader in the travel industry is conveyed and maintained.
- Serving your ‘internal and external customer’ is a key priority and measure of success in this position.
Key Business RelationshipsReservations Director/Manager/Supervisor
Daily check-in to review any developments, address any issues, and facilitate departmental and inter-departmental communications and refining of procedures.
Product & Operations Communicate common confirmation challenges or errors, as well as Operations errors.
Physical Activities and Requirements
- FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
- TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
- AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
- AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery (copy machine, keyboard, etc.).
- PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.
Mental Activities and Requirements
- REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
- MATHEMATICS ABILITY: Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).
- LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.
In accordance with the Americans with Disabilities Act, it is possible that physical and mental requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Business Relationships
Avanti’s Assistant Reservations Supervisor exceeds Company objectives by working closely with the Reservations Supervisor, Reservations Manager, Director of Reservations, their team, the Trainers, the Operations department, and the Product department to achieve quality customer service and ensuring overall company and department business goals/standards are met. Serving the ‘internal customer’ is a key priority and measure of success in this position.
OUR MISSION
Avanti Destinations connects the components for customized international travel utilizing our technology and our educated staff. Working exclusively with travel advisors, we deliver a unique vacation experience to individuals and groups.
OUR VISION
Connecting the past, present, and future through international travel.
CAREER PATH
The Assistant Supervisor position is not responsible for directly supervising employees, managing escalation issues, conducting performance assessments, time and attendance (management of teams or individual’s timecards, hours worked, attendance, vacation, sick leave or absences), or disciplinary action.
If there is interest in expanding knowledge and potential progression to the Reservations Supervisor position, training will be conducted to allow for the above skill development.