Job Details

Reservations Team Leader

The Client
Our client is a well positioned international company operating in the luxury travel, leisure and hospitality. Due to the substantial growth of their business, they are now seeking to recruit a Reservations Team Leader for their Malta office
Key Responsibilities
  • Service and process new and existing reservations from Travel Partners and direct guests, resulting in a positive customer experience 
  • Achieve conversion expectations and maximize revenue opportunities by making every effort to support the team with sales and service coaching as well as taking calls
  • Research and resolve first level contact for escalated calls. Pursue research and seek resolution of complex issues 
  • Guide and direct initiatives, as instructed by the Contact Centre Supervisor / Manager
  • Provide feasible updates for team members on ongoing actions and activities
  • Update contact centre goals and ensure team aware of our targets 
  • Collate Non Bookings reasons for feedback to Contact Centre Supervisor 
  • Sales/service coaching with team members
  • Assist with call scoring and marking calls to maintain high service levels.
  • Provide guidance and support to new recruits alongside Norwegian trainer 
  • Drive actives and events with PS management team 
  • Support Contact Centre Supervisor with recruitment 
  • Get good relationship to other departments & seniors to update and support each other
  • Check on email workload, dedicate team members to take care of
  • Check if set service levels are achieved, investigate if not
  • Should have at least 2 years of contact center experience  
  • Effective interpersonal skills to engage all levels within the organization and external guests 
  • Ability to consistently deliver the level of customer service required to achieve a positive guest experience.
  • Ability to remain focused in adverse situations, while effectively using diffusion skills to prevent escalation
  • Must be able to effectively guide and lead the contact centre team when necessary 
  • Excellent organisation skills with the ability to prioritise and deliver to tight deadlines
  • Ability to work under pressure and use own initiative
  • Good written and verbal communication skills
  • A self-motivated team player with the ability to work independently and under pressure
  • Tenacious and proactive with excellent time management skills
  • Computer literate – word, intermediate knowledge of Microsoft Excel, in order to process and work on special projects 
  • Able to understand and work with in-house systems, easy understand new procedures
  • Excellent command of English language is a prerequisite
  • Ideally fluent in Spanish or French

This is a full time, permanent position. The remuneration package consists of a base salary and generous, uncapped commission. 
Interested candidates are requested to send a copy of their up to date CV in MS Word format (your name in the file name) to Antoaneta at  [email protected]
Should you require further information, please, call on +356 2099 4444.