The Reservations Supervisor is responsible for overseeing a team of 15-20 Travel Specialists within the Atlantis Paradise Vacations division (APV). This role involves hiring, training, coaching, motivating, and developing staff to ensure optimal performance. The Supervisor will ensure adequate phone coverage and deliver strong results by providing support to various levels of Call Center and company management. The role requires maintaining and adhering to established sales and service goals, managing staff performance, production, quality, and ensuring compliance with company policies and procedures.
Key Responsibilities
Call Center Operations:
- Manage and monitor daily operations within the Five9 call management system to ensure efficient functioning across chat, email, and voice channels.
- Act promptly to address long call queues by assisting with inbound calls or enlisting support from trained staff.
- Oversee all aspects of inbound and outbound call operations, ensuring seamless coordination and execution.
Team Leadership and Development:
- Monitor Travel Specialists' sales and customer service calls daily to provide targeted coaching, counseling, and development.
- Conduct ongoing training sessions to keep representatives updated and skilled in their roles.
- Set individual goals for team members based on conversion ratios, call statistics, and service levels, regularly assessing and adjusting as needed.
- Foster a positive and motivating environment that encourages high performance and staff retention.
- Performance Management:
- Administer company and departmental policies and procedures to team members, ensuring compliance in a timely and fair manner.
- Conduct performance appraisals and provide constructive feedback to support professional growth and achievement of objectives.
Recruitment and Staffing:
- Assist with the recruitment and onboarding of potential Travel Specialists, ensuring the selection of candidates who align with company values and goals.
Crisis Management:
- Participate in disaster recovery efforts, including potential relocation to a disaster recovery site as required.
- Brand Representation:
- May be required to lead organized familiarization trips (FAM’s) to Atlantis, Paradise Island Bahamas, representing the company and maintaining high standards of professionalism.
Position Requirements:
- Skills and Abilities:
- Strong organizational skills with excellent communication and counseling abilities.
- Proactive approach to responsibilities, with a willingness to take initiative.
- Ability to manage multiple priorities and adapt to changing environments.
- High level of customer service focus and strong sales aptitude.
- Ability to handle stress effectively in a fast-paced setting.
- Expertise in communicating detailed product information and promotions.
- Experience and Knowledge:
- Previous supervisory experience in a contact center environment is preferred.
- Proficiency in Microsoft Word, Excel, Outlook.
Other Considerations:
- Experience with Five9 or similar call management systems is an advantage.
- Familiarity with travel industry trends and customer service best practices.
- Ability to work flexible hours, including weekends or holidays, if necessary.
- Ability to work flexible hours, including weekends or holidays, if necessary.
About the Resort:
Atlantis Paradise Island, a lush oceanside resort located on Paradise Island in the Bahamas, is a dynamic destination that launched 25 years ago as a first-of-its-kind modern marvel of nature and engineering. Bahamian culture and the spirit of Atlantis’ more than 5,000 beloved team members are the heart and soul of this legendary resort. The immersive programming connects guests to the rich history, art, people, food, and festivities of the Bahamas, while remaining dedicated to sustainability and environmental conservation.
Atlantis was developed and operated by Kerzner International, a leading international developer and operator of destination resorts, casinos, and luxury hotels. In 2012, the resort development was acquired by Brookfield Asset Management. Three of the resort’s five properties, Royal, Coral and Cove, participate in the Marriott Bonvoy loyalty program.
Throughout 2023 and 2024, Atlantis is rolling out bold multimillion-dollar renovations and exciting new partnerships throughout the resort – from a complete renovation of The Royal to a reimagined Atlantis Casino and much more. The resort's 25 anniversary launches a new chapter for the first-of-its-kind celebrated entertainment resort and destination, ensuring that travelers will continue to experience the best at Atlantis Paradise Island, with stunning accommodations, innovative cuisine and extraordinary experiences ranging from live musical performances and concerts to internationally acclaimed food and wine festivals.
Atlantis features five unique lodging options with a total of 3,800+ rooms: the grand iconic towers of recently renovated The Royal, family-friendly accommodations at The Coral, water-side villas at Harborside Resort, all-suite luxury accommodations at The Cove, and residential-style accommodations with full kitchens at The Reef
The resort is centered around Aquaventure, an innovative 141-acre waterscape of thrilling slides and river rides, fourteen pools, and five miles of white sand beaches. Home to the largest open-air marine habitat in the world, over 50,000 marine animals from 250 species make their home in natural ocean-fed environments.
Guests of Atlantis Paradise Island have exclusive access to unforgettable eco-tourism themed excursions led by resort team members and local partners, including Pieces of 8 boat tours, Tropic Ocean Airways, Coco Bahama Air Seaplanes and Aquazeal yacht charters. Day trips to the Bahamas' out islands of Exuma and Eleuthera to swim with pigs and nurse sharks or feed iguanas in their natural habitats, are a few of many #BahamasAtHeart itineraries travelers can discover.
Atlantis has committed to a meaningful connection with the ocean, marine life, sustainability, and environmental stewardship through its purpose-led efforts with Dolphin Cay and the Atlantis Blue Project Foundation (ABPF), the resort’s nonprofit 501©3 organization dedicated to saving sea species and their extraordinary habitats throughout the Bahamas and surrounding Caribbean seas.
Dolphin Cay, the resort's 14-acre marine mammal habitat, is an advanced marine education center and animal rescue rehabilitation hospital whose first residents include 17 rescue dolphins from Hurricane Katrina. Visitors to Dolphin Cay can participate in creative, non-disruptive interactions that build real awareness, stir emotion, and help fund the resort's conservation efforts. Every visit to Dolphin Cay and each Atlantis Marine Adventure, such as snorkeling and SCUBA diving, benefits ABPF.
The Atlantis Marina offers 63 slips and hosts vessels up to 250 feet/76 meters. The Atlantis Marina overlooks Marina Village, a charming pedestrian village dotted with a series of family friendly and fine dining outlets, bars, lounges, coffee, pizza and ice cream stores, plus a gathering spot for visitors to explore a variety of shopping, local artisans, live entertainment, seasonal events and more.
Outdoor and wellness amenities include: the 30,000 sq ft tranquil Mandara Spa, state-of-the-art fitness center and group exercise classes including spin, stand up paddleboard yoga and beach boot camps; a newly opened tennis center which includes pickleball courts, and offers tennis lessons, equipment rental plus three clay courts and three hard courts; a full-size basketball court; and exclusive access to the award-winning Ocean Club golf course, an 18-hole golf course designed by Tom Weiskopf.
Additional amenities include: a 400-seat movie theater; Atlantis Kids Adventures (AKA) for children ages 3-12, video game arcade and CRUSH, a nightclub for teens; Jokers Comedy and Night Club offering nightly entertainment and live music; the Atlantis Casino; duty-free, luxury brand retail shopping; and celebrity chef culinary masterpieces, Paranza by Michael White, Fish by José Andrés, Nobu by Nobu Matsuhisa, and Silan by Alon Shaya. Atlantis is the only resort in the region with three Michelin star-rated chefs, and is home to the Caribbean’s first Shake Shack, plus a variety of Bahamian chef led restaurants: Sip Sip, McKenzie’s Conch Shack and Sun & Ice. The Nassau Paradise Island Wine & Food Festival launched in 2023 and draws celebrity talent from chefs and personalities Martha Stewart and Andrew Zimmern to Food Network stars chefs Alex Guarnaschelli, Duff Goldman and Robet Irvine. Unparalleled meeting and convention space including Oceans Edge, the premier beach side venue for destination weddings and social events round out the variety of amenities, services and resort offerings.
For more information and reservations please visit:
atlantisbahamas.com
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