Reservations Support Lead

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://careers.aramark.com or connect with us on Facebook, Instagram and Twitter.

Description

Position Summary:

This position is responsible for providing the highest level of support to APD's internal and external customers. Reservations Support Leads are the first line of escalation in the contact center, providing assistance to less seasoned reservation agents who have general questions or require a Supervisor on duty to resolve complex guest issues. Reservations Support Leads are considered experts on APD's properties, systems, policies and procedures, and are the main POCs for property field leaders who require assistance from Central Reservations personnel. This position is a stepping stone into a position as a Reservations Sales Supervisor. Reservations Support Leads handle the day-to-day questions and troubleshooting so Supervisors can focus on performance management, and may be selected to act in the capacity of an interim supervisor during peak seasonal staffing when additional supervisor assistance is required. Reservations Support Leads also provide ongoing overflow multi-channel support (inbound phone, live chat, e-mail and fax) during times of peak contact volume.

Essential Functions:

• Provides assistance to less seasoned reservation agents who have general questions or require a Supervisor on duty to resolve complex guest issues;
• Acts as a product expert on APD's properties, systems, policies and procedures; assists Training with classroom facilitation during new hire training when necessary;
• Aids in communicating property, system, policy, and procedure updates to sales floor;
• Acts as a main POC for property field leaders to ensure the needs of all guests are satisfactorily met; utilizes sound judgment to provide win-win solutions when handling the most highly escalated situations;
• Works collaboratively with Training, IT, Rates & Inventory, and Sales & Marketing to resolve issues, provide feedback and communicate needs that impact sales effectiveness and the guest experience;
• Handles all off-phone activity in the Central Reservations Office including, but not limited to, Service Recovery, Cancel/Fax paperwork, booking errors, and property voice mails;
• Provides overflow multi-channel support (inbound phone, live chat, e-mail and fax) during times of peak contact volume.
• Assists with miscellaneous projects as requested by the leadership team.

Status and Scope:

General supervision provided by a Reservations Sales Supervisor.

Qualifications

Qualifications:

• A minimum of two years of experience as an APD Central Reservations Agent required; two years of prior experience in a contact center as a lead agent or supervisor may be substituted in lieu of this experience;
• Extensive SMS-Host experience (reservations system) and product knowledge of APD's properties, policies and procedures is required;
• Excellent problem solving, complaint resolution and negotiation skills;
• High level of attention to detail; able to respond to customer inquiries carefully and completely;
• Must demonstrate self-motivation and initiative by taking ownership to resolve issues and complete assignments with minimal direction from others;
• Can learn quickly and adapt to change in a fast-paced, high performance driven culture;
• Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear and comprehensive manner;
• Demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality;
• Outstanding keyboarding/typing and computer skills; must be browser proficient and possess the ability to multi-task by handling simultaneous things at once;
• Demonstrate exceptional habits of dependability and attendance;
• Have high school diploma or GED equivalent;
• Must have schedule flexibility to work between the hours of 6a-9p, 7 days a week including major holidays.
  

Equipment Used:

Photocopier, telephone, calculator, personal computer, printer.

Travel Requirements:

Little or No Travel (>10%)

Lifting Requirements:

SEDENTARY - Lifting up to 10 pounds maximum and occasionally lifting and/or carrying small items (files, manuals, binders)

Physical Requirements: BENDING NOT REQUIRED

KEYING/FINGERING CONSTANT

HEARING CONSTANT

REACHING NOT REQUIRED

SEEING CONSTANT

SPEAKING CONSTANT

STANDING NOT REQUIRED

WALKING NOT REQUIRED

LIFTING NOT REQUIRED