Manager Reservations Job Description Sample
Reservations & Revenue Manager
Reservations & Revenue Manager
At Fairmont Hotels & Resorts, every guest interaction is an opportunity to create a lasting memory. Your leadership as Reservations Manager will inspire your team to be brand ambassadors, while your organization and communication will ensure that all reservations reflect our guests' preferences – and anticipate their needs.
If creating memories and being part of an exceptional guest experience appeals to you, you may be interested in joining the outstanding team of hospitality professionals at Fairmont Washington, D.C., Georgetown. Located in Washington's fashionable West End, The Fairmont surrounds you with comfort and luxury and is the ideal environment to foster your career.
Summary of Responsibilities:
Reporting to the Director, Room, responsibilities and essential job functions include but are not limited to the following:
Consistently offer professional, friendly and engaging service
Lead and manage all aspects of the Reservations department and ensure all service standards are followed
Direct report for Reservation Agents including day to day Sales training, management of action plans, annual Goals and Development assessments, monthly and quarterly action step development, communication effort.
Ensure effective productivity of all Colleagues through staff scheduling and adhering to budget guidelines
Manage and coordinate all Group and Individual reservations
Maximize revenues by ensuring all Reservation Agents are knowledgeable in room product and hotel services
Develop and put in place incentives for central reservations
Responsible to maintain current content and parity across all channels in conjunction with the marketing manager
Maintain close liaison with the Sales, Conference, and Accounting teams
Attend pre-convention meetings and revenue management meetings as required
As a secondary focus, working with the Director of Revenue, involvement as appropriate in the recording, maintaining and assisting with analysis of current/historical/statistical data ensuring monthly build, pace, and strategies are adjusted accordingly. As time permits (which will increase as Reservations processes become more refined), engagement in the following areas:
Assist in the daily review of Hotel Rate/Occupancy/RevPAR performance with focus on improving overall performance.
Prepare and distribute 30-day forecast
Work with DOSM and DRM to ensure smooth execution of Internet Merchant Model strategy, and parity monitoring through third party distribution channels
Oversee Revenue related duties and reporting in the DRM/RM absence as point of contact for all stakeholders, including the Revenue Maximization Team.
Provide coverage to Revenue Management team as assigned to prepare daily/weekly Revenue Management reports including and Demand Analysis Strategy, pace and inventory.
Balance operational, administrative and Colleague needs
Assist guests regarding hotel facilities in an informative and helpful way
Follow department policies, procedures and service standards
Follow all safety policies
Other duties as assigned
Previous leadership experience in a similar role required
Previous experience with a Property Management system required
Computer literate in Microsoft Window applications required
University/College degree in a related discipline preferred
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must be effective at handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of a particular need.
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
Must understand selling strategies of all distribution channels.
Ability to work well under pressure in a fast paced environment
Ability to work cohesively as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Working knowledge of CRO, all GDS, property PMS and Opera Sales and Catering is helpful.
Complete understanding of pricing and yielding policies, sales and marketing promotions and sales SOP's preferred.
Understanding of related expenses preferred.
Must be able to provide or obtain work authorization in the United States.
APPLY TODAY: Whether you're launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!
ABOUT FAIRMONT HOTELS & RESORTS
At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!
Reservations Manager (Ft)
A Reservations Manager is responsible for managing the reservations process and operation in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
What will I be doing?
As a Reservations Manager, you would be responsible for managing the reservations process and operation in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:
Manage daily Reservations processes and operations to include, but not limited to, room inventory and availability, group rooming lists and blocks, cut-off dates and restrictions, occupancy, selling guest rooms, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Manage and communicate information regarding hotel occupancy, promotion, special reservation procedures, operational issues and special events
Serve as liaison with Reservations teams company-wide
Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, providing professional development and delivering recognition and reward
Recruit, interview and train team members
Calculate, prepare and generate designated reports, including, but not limited to OAR and Master Monthly
Develop and revise forecasts
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
- We're passionate about delivering exceptional guest experiences.
- We do the right thing, all the time.
- We're leaders in our industry and in our communities.
- We're team players in everything we do.
- We're the owners of our actions and decisions.
- We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
The Reservations Services Manager is responsible for the day-to-day operations and administration of the Brand Reservations Services. The Reservations Services Manager fulfils the goals established by the Director of Revenue & Distriution Strategy to maximize revenues and service levels according to brand standards and expectation of the budget. The Reservations Services Manager will provide support, supervision, direction and leadership in the Reservations Services in accordance with brand standards, sales objectives, performance and quality assurance indicators provided.
Evaluate current services and provide strategic planning
Enhance brand Reservations Services, including booking engine platfroms and call center services
Monitor actual sales and revenues to determine variances
Assess goal accomplishments and adjust strategies and forecasts accordingly.
Monitor Key Performance Indicators on all reservations channels continuously and ensure adherence to acceptable standards.
Establish practices and processes that enhance quality assurance program scores
Manage revenue stream and expenses to create the maximum return for the brand
Understand the brand competitive set and implement approaches to ensure the brand performs accordingly
LEADERSHIP & EXECUTION
Create & implement brand tools to foster standard compliance in the portfolio
Completes / coordinates and oversees onboarding of new properties to the Central Reservations Platform
Manages the day to day relationship with the CRS operations team to ensure optimal service levels
Creates and manages incentive programs for reservations agents that enhance the brand experience
Manages and executes FAM trips to properties in the portfolio as needed.
Assist in the creation and maintenance of rate codes in the various systems and ensure all staff are knowledgeable and informed of changes and updates
Operate ethically to protect the Hard Rock brand. Utilize programs designed to help Save The Planet.
Create expectations, lead people, manage processes and hold people accountable for the agreed upon activities and timetables.
Monitor quality assurance program results and provide strategic direction or action plans when improvement is needed.
Support brand initiatives and program execution as needed.
Communicate with relevant leadership team regarding issues, risk and liability concerns, or other important business matters.
Maintain presence during peak traffic periods.
Gather first hand guest information and use it for improvements in products and services.
Act with guests in mind.
Monitor guest satisfaction scores and review guest feedback with management and vendors, ensuring appropriate corrective action is taken when necessary.
Monitor and assist in the resolution of guest complaints and implement change to prevent future issues.
Provide training and support for Reservations Agents in our portfolio and call centers
Support Reservations Managers throughout the portfolio
Create strong team morale and spirit.
Promote a positive work environment for all employees, while ensuring that all employment related processes and documentation are in compliance with local laws and regulations.
Ensure Team Members are developed effectively and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
LEARNING & APPLYING EXPERTISE
Learns and collects best practices from the industry and the portfolio to enhance the guest experience.
Uses the available reporting data to illustrate successes and opportunities for improvement
Compiles reporting data and shares with management and portfolio
Make good decisions based upon a mixture of analysis, wisdom, experiences and judgment.
Challenge business norms and accepted thinking to improve effectiveness and drive results.
Use technology effectively to communicate and manage throughout the business.
This job description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.
MINIMUM (EDUCATION, EXPERIENCE, ATTRIBUTES & TRAVEL)
Must have minimum of 3 years experience in hospitality management, including at least 1 years in reservations services management.
Must have a degree in hosptality management, business management or similar from an accredited institution.
Deep undertanding of reservations services and property management systems
Must possess excellent leadership, strategic planning, communication, interpersonal and problem solving skills
Possess working knowledge and grasp of hotel distribution systems (GDS, internet, etc.)
Deep understanding of lifestyle hotels.
Must be a self starter with an entrepreneurial spirit.
Must meet minimum age requirements for the position.
Must be able to travel as necessary for the role.
SKILLS (LANGUAGE, MATHEMATICAL, TECHNICAL & REASONING)
Must possess strong communication and listening skills, excellent speaking, reading and writing.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Multiple language abilities preferred, fluency in English required.
Perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
Excellent Microsoft Office skills.
Must possess strong mathematical, statistical and analytical skills.
Must have a valid driver's license.
Formulate and apply appropriate course of action for routine or familiar situations.
Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
Reservations Shift Manager
Supervises front office reservations, gift shop and customer service.
Verifies ticket sales receipts, balances accounts and prepares sales reports.
Answering multi-line phones, taking reservations, selling souvenirs and boarding cruises.
Excellent customer service.
Examples of Duties
EXAMPLES OF THE WORK (These statements are intended to be illustrations of the work of this
UNDER GENERAL SUPERVISION:
Accesses the reservations system, provides information to callers concerning cruise bookings, costs, dates of availability and excellent customer service.
Compiles sales data, prepares reports on activity and operations.
Processes reservations, credit card charges and enters information into the reservations system.
Assists in monitoring inventory levels, orders, receives, stores supplies, materials and equipment for the gift shop and riverboats.
Respond to website inquires for reservations.
Obtains cash from safe, assigns cash register money to work stations.
Help to prepare wristbands & tickets prior to cruise boarding.
Performs related work and other duties as assigned.
Must be a minimum of 18 years of age.
Must have excellent customer relation skills.
Cash handling experience
This position is responsible for the leadership and management of all aspects of revenue generation within the Reservations department to include training, coaching, mentoring, cultivating and motivating a team of professionals to effectively maximize profit for the hotel.
Ability to enforce and model all hotel standards, policies, and procedures with associates
Ability to prioritize and organize work assignments; delegate responsibilities effectively
Ability to lead and direct performance of departmental associates and follow through with corrections where needed
Ability to analyze and resolve problems while exercising good judgment and maintaining the best interest of the hotel
Ability to maintain and protect the confidentiality of all guest and hotel information
Ability to effectively sell the property
Ability to read and interpret relevant reports and other sources of data
Ability to effectively measure department performance and devise action steps to achieve financial or other objectives
Ability to effectively motivate department associates and reach/exceed departmental goals
Ability to effectively interact and respond to all levels of associates within the hotel in a calm objective manner
Ability to perform all required job duties within the department and scope of the position
Impeccable English verbal and written communication skills
3 years previous associate management experience
Computer proficiency and navigation with Microsoft Office, Outlook, Word, Excel and department specific programs
Possess the ability to work independently, as a contributing team member, and problem solve
Excellent telephone voice in terms of tone, clarity, pronunciation, and proper use of grammar
Strong listening skills
Knowledge of mathematics
Ability to work in a changing environment
Flexible schedule including weekends, evening/early morning hours and holidays
Reservations Manager - Resortquest By Wyndham Vacation Rentals
The Reservations Manager will:
Manage and coordinate activities of Associates providing reservations and customer service.
Promote a work environment where the staff and procedures produce maximum occupancy and revenue, and ultimately; guest, owner and Associate satisfaction.
Be responsible for managing the budget and planning department goals.
Hire, discharge, schedule, train and motivate employees, ensuring that all staff understand and are accountable for upholding the Company's "Count on Me!" service promise.
Conduct employee performance reviews in accordance with Company policy.
Under limited supervision, proactively identify gaps in procedures/processes and work independently to create new processes and enhance existing processes.
As needed, solicit feedback from Reservations Agents and Customer Service Agents regarding process improvement measures.
The Reservations Manager must be comfortable with creative problem solving as well as implementation of new ideas.
Industry knowledge, including changing trends and technologies within the industry, is required.
Enthusiastically train and coach all members of the Reservations Department. Motivate team members to drive sales and meet goals.
Provide team members with recognition and constructive feedback. Regularly communicate important information to the reservations team and upper management, both in group settings and on-on-one meetings.
Essential Job Functions
Manages the reservations department and ensures that the Associates have the necessary resources and adequate training to successfully accomplish their jobs. Ensures that the policies, procedures and standards of the department, division and company are met.
Manages the systems that are set up within the Reservations department to ensure accurate handling of phone calls, email leads and online bookings. Works with team to ensure maximum conversion. This includes appropriate staffing for the forecasted volume and trends or by reviewing the same volume for the same period in past years. Works within the guidelines of budgeted/forecasted labor whenever possible.
Represents the Reservations department in various meetings ensuring that the department, the division and the Company's needs are considered, as well as maintaining lines of communication and working well with other departments.
Works with Revenue Management; Sales and Marketing to monitor and review booking trends, channel partner production, revenue and recommend promotions. Tracks daily, weekly, monthly and yearly statistics for analytical, budgeting and forecasting purposes.
Maintain department approved quality assurance program to include monitoring frequency of errors and performance of all reservations agents. This includes a daily review of all reservations made, cancelled or changed. Perform regular coaching and monthly meetings for all Reservation and Customer Service agents to review and discuss their performance including things they are doing well and areas of opportunity.
Oversee and manage the customer service department to ensure proper phone etiquette procedures using the approved greeting, listening to the callers request, asking probing questions to determine the right solution, explain actions taken, thank them for calling and ensuring they are satisfied with the action.
Ensure all customers are being serviced properly, including general inquiries, (area/community information, booking process, arrival process, in-house issues including complete and accurate work orders, property management items etc.) Initiate or resolve in-house customer complaints, administer lost & found, and assist customers with remote check-in including generating KABA codes when needed and marking a guest as arrived or departed in the system.
For owners; process owner blocks, including fees and housekeeping services by phone or email. Also handle general owner inquiries and forward applicable inquiries to other departments as appropriate.
Administer our travel insurance program including the agent incentive plan, conversion rates and reporting. Ensure the agents are knowledgeable on the program and offer the option to all customers. Coach and monitor performance to ensure the highest conversion is achieved.
Ensures acceptable service levels and abandon rate statistics are sought and maintained.
Responsible for the overall direction, coordination and evaluation of all the units of the Reservations Department
Communicates effectively with Universal Orlando Resort Sales and affiliates
Manages Preferred Desk for all VIP reservations to ensure accuracy and inventory
Manages wholesale group blocks organizing reservations and rates accordingly
Assists Director of Conference Management and UO Resorts Revenue Manager in approving group additions over critical dates
Reviews and manages group cutoff dates by communicating with the Director of Conference Management and Conference managers accordingly
Reviews group resumes and is aware of and deals with special needs and VIP's
Learns and maintains thorough and accurate knowledge of campus room types and locations
Reviews daily arrival listings to ensure accuracy
Corresponds with groups and travel agents to respond to special requests for rooms and rates
Attends New Business and Yield Meetings periodically with the Director of Conference Management and UO Resorts Revenue Manager
Reviews trends/pickup with the Director of Conference Management and opens/closes resolutions availability needed
Tracks regrets/denials of wholesale reservations calls and monitors agents on call quality and salesmanship on an on-going basis
Interviews, selects, trains, appraises, coaches, counsels and disciplines all Reservations personnel according to Loews standards
Attends all required hotel meetings to keep abreast of in-house activities/promotions and upcoming events
Reviews daily payroll report/records, ensures labor costs conform to established guidelines
Evaluates individual employee performance, determines areas in need of improvement or requirements for advancement, establishes goals, objectives and training needs required to achieve same
Coaches, counsels, retrains staff as needed in order to ensure superior levels of performance
Maintains a professional attitude and appearance at all times
Evaluates changes in guest needs, the hotels guest mix and industry competitive set, to recommend appropriate product/service and operational changes necessary to ensure guest and employee satisfaction, while maintaining market dominance and exceptional financial performance
Other duties as assigned
Promotes and applies teamwork skills at all times
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Is polite, friendly, and helpful to guests, management and fellow employees
Executes emergency procedures in accordance with Loews Hotels standards
Complies with required safety regulations and procedures
Attends appropriate hotel meetings and training sessions
Maintains cleanliness and excellent condition of equipment and work area
Complies with Loews Hotels standards, policies and rules
Recycles whenever possible
Remains current with Loews Hotels information and changes
Complies with Loews Hotels uniform and grooming guidelines
Required Skills & Experience:
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:
Bachelor's Degree or equivalent combination of training and experience
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures and government regulations
Ability to write reports, business correspondence and procedure manuals
Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
Ability to apply concepts and principles of revenue management
Knowledge of computer operations utilized in hospitality management
Ability to solve practical problems and interpret instructions furnished in written, oral, diagram or schedule form
Excellent communication skills – oral and written
Ability to work flexible schedule to include weekends and holidays
- OPERA Property Management
Education: Bachelor's Degree or Equivalent
Experience: Previous Front Office Management, Reservations or Revenue Management experience preferred
Licenses or Certificates: n/a
Must the Applicants Supply Their own Work Permit? Yes Bonus? No Accommodation Provided? No Position Categories: Rooms - Reservations Click to REPLY ONLINE
Product Manager - Planning And Reservations
Product Manager - Planning and Reservations
San Francisco, CA
Who We Are
Twitter has built one of the fastest growing advertising businesses in the world and we're looking for an extraordinary PM leader to join our talented team. You will be responsible for driving the vision, product strategy, and execution for how advertisers plan and reserve their campaigns on Twitter.
What you'll do
Advertisers coming to Twitter need to understand what to do in order to reach the users they care about. This includes both pre-campaign planning (finding the right audience and quantifying key metrics like reach and cost), and the creation of campaign reservations to help advertisers hit their user reach goals. You will be the internal champion for your product area and will develop and articulate your vision for these products to internal and external stakeholders.
Lead a cross-functional team of engineering, design, product marketing, and sales to build and ship high-impact planning and reservation products for advertisers
Develop empathy for the needs of campaign planners and a compelling vision for how to address them.
Make build, buy, or partner recommendations for various aspects of the product solution.
Communicate product vision and priorities to internal and external stakeholders.
Who you are
Minimum of 2 years of product management experience
Computer science or engineering background strongly preferred
Ability to think strategically and craft a compelling product vision.
Scrappy, "impact-focused" attitude
Experience driving impact through cross-functional leadership.
Exceptional written and verbal communication skills.
Strong analytical abilities
Corporate Revenue & Reservations Manager
Corporate Revenue & Reservations Manager
Number of Openings:
By adhering to the company's i-Serve standards, the Corporate Revenue
Manager is responsible for day to day management and team member performance of
the Villa Rentals Unit. Assist the Assistant Corporate Director and Corporate
Director of Revenue Management with implementation of revenue generation
opportunities, ensure prompt resolution to owner/guest issues, assist in the
annual budget process, develop reports and analyses to ensure maximization of
developer inventory and revenue. Represents the Assistant Corporate Director and
Corporate Director of Revenue Management in their absence.
Essential Duties and Responsibilities (other duties may be assigned):
Consistently follow i-Serve standards and adhere to company values.
Follow all company and department policies, procedures and Alignment Operating Promises (AOP's).
Maintain confidentiality of sensitive company information, data and reports.
Attend safety meetings, keep the workplace in safe condition, and work in a safe manner.
Develop, implement, and enforce departmental service standards and reviews and/or revises department AOP's for alignment in department's daily operations.
Generates and maintains Owner Commission records/logs and process necessary reporting for approval by accounting by the 7th day of each month.
Manage and monitor rates and availability on all reservation distribution channels (OTA) i.e. Expedia, Hotels and other similar sites.
Assists in the establishment of resort pricing levels for all market segments. Partner with site and corporate teams to evaluate pricing strategies to maximize developer inventory use and rates.
Assists ORP Administrator to ensure owners receive accurate information on the Owner Rental Program. Sends appropriate information to owners by mail or email when requested.
Update agents with new information regarding resorts facilities, hours of operation, key personnel, special activities and functions in the resort as requested.
Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established standards and consistent with core values.
Assigns duties and examine work for exactness and conformance to policies and procedures.
Respond to inquiries and requests from owners, resort and corporate staff.
Create ad-hoc reporting or tools to identify opportunities.
Perform other duties as requested by management.
To perform this job successfully, an individual must be able to perform
each essential duty satisfactorily. The
requirements following this paragraph are representative of the knowledge,
skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Must have High School diploma or equivalent (GED) with at least 2 years'
experience in a resort/hotel environment.
The ideal candidate will have a Bachelor's Degree from accredited
institution in business administration, finance, hospitality management or
related field with at least 2 years of supervisory
experience. Strong analytical skills and advanced Excel skills (Pivot tables,
Macro's, Complex Formulas) required.
We are focused on revenues! To help us achieve our goals, the 193 room, One Ocean Resort & Spa, located in Atlantic Beach, FL has an opportunity for a reservations Manager to lead, coordinate and directly manage our Reservations team in providing exceptional guest service. Reservations Manager is responsible for collaborating with Guest Services/Sales & Catering and Revenue Management to maximize profitability and assure smooth operation. A strong working knowledge of group blocks and group coordination is essential as well as forging a strong partnership with our Sales team so group business is successfully executed. As a Reservations manager, you will have the unique ability to work with customers as well as our employees to ensure that both are happy. You will have the interesting opportunity to resolve problems with customers while keeping employees calm and engaged at the same time. You can implement your friendly nature, your problem-solving ability and your desire to produce results as a customer service manager over a team of employees. As you manage your staff, you will be asked to come up with innovative, unique problem-solving solutions and procedures to ensure that the needs of both the staff and the customers are being met. You will be able to continue the work you enjoy with customers while expanding your job into managing and working with customer service representatives.
- Complete human resource objectives for customer service on a constant basis, including recruiting, orienting, selecting, assigning, counseling, coaching, scheduling and disciplining employees.
- Communicate job expectations and plan, monitor, appraise and review contributions of every employee when time permits.
- Plan and review compensation actions and enforce policies and procedures to guarantee that the work environment is safe and secure to improve company morale.
- Work with stressed, irate customers and stay calm and polite even in tense, emotional situations, remembering that customers are important to our business.
- Set customer service objectives by meeting with customers and staff on a regular basis, forecasting requirements to meet financial objectives.
- Update all customer service information on a regular basis to keep departments ready for review at all times.
- Determine system improvements, identify customer service trends and always be willing to implement change to improve the environment as well as the product the customer is getting.
- Provide technical advice, help desk resources, solutions and new techniques on a consistent basis, even while dealing with technological problems and breakdowns.
- Pass a drug screening
- 2 professional references
- Arrive at work on time (shifts may include weekends and holidays)
- Verbal and written communication skills
- Ability to work in a fast-paced environment while standing for long periods of time
- Bachelor's degree in a customer service related field
- Experience managing other employees
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