Assistant Supervisor - Central Reservations

Xanterra Travel Collection (Xanterra) owns a growing group of hospitality, travel and leisure businesses operating in more than 30 countries. As the nation’s largest National Park Concessioner (our original core business), environmental stewardship, compliance and sustainability are fundamental to everything we do. In the last decade, Xanterra has established itself as the industry leader in protecting and preserving the environment in national parks, private resorts and adventure travel. The company’s 6500 (peak season) employees provide superior guest service to visitors from around the world who visit the company’s 20+ hotels and lodges with more than 4,000 guest rooms, 45 retail stores, 55 restaurants, 1,500 campsites, a tourist train, and six cruise ships. Please see xanterra.com for more information on the company and its environmental initiatives, shops and guest activities in national parks such as Grand Canyon, Glacier and Yellowstone.

Love travel, helping people, and creating memorable experiences? Central Reservations is hiring again, and we’d love to have you join our team!

The Assistant Supervisor, Corporate Central Reservations plays a key role in supporting the supervision, coaching, development, and motivation of staff to ensure the delivery of exceptional customer service across various channels, including voice, email, and chat. This role involves providing leadership and overseeing the daily operations within Corporate Central Reservations, working closely with agents and supervisors to maintain high standards of performance and customer satisfaction. The Assistant Supervisor will monitor and evaluate agent performance, provide constructive feedback, and ensure adherence to operational procedures and service goals. Additionally, the position requires effective management of time, priorities, and resources to meet business needs and uphold company policies. The Assistant Supervisor will foster a collaborative team environment, encourage professional growth, and ensure that agents are equipped with the necessary skills and knowledge to succeed. This position also requires a flexible work schedule, the ability to work from home, and a strong technical proficiency in relevant systems and tools.

• →Assist in supervising agents to ensure all customer inquiries (via telephone, email, internet, mail, chat, etc.) are answered promptly, efficiently, and in accordance with established standards.
• →Collaborate with Supervisors to coach, develop, and motivate agents, fostering a high standard of quality customer service.
• →Monitor agent performance in areas such as call/email/chat handling, attendance, documentation, and overall productivity, ensuring that established goals and standards are consistently met.
• →Provide ongoing constructive feedback to agents to drive continuous improvement and achievement of performance standards.
• →Assist in managing and maintaining operational statistics, files, and other administrative duties as required.
• →Support the Reservation Supervisors with agent performance evaluations and provide valuable feedback for Performance Reviews.
• →Address and resolve customer service issues in an enthusiastic and customer-focused manner, balancing company interests and customer satisfaction.
• →Support Trainers and Supervisors in delivering necessary follow-up training to agents, ensuring they possess the required technical and product knowledge.
• →Assist with the recruitment process by participating in candidate evaluations and selection, when needed.
• →Provide work direction to agents on non-phone projects, ensuring tasks are completed accurately and efficiently.
• →Manage time effectively, prioritizing tasks and assignments to meet deadlines and ensure productivity.
• →Develop and maintain strong working relationships between Central Reservations and other departments or properties within the organization.
• →Represent Central Reservations and Xanterra professionally, maintaining a high standard of service at all times.
• →Ensure strict confidentiality is upheld in all aspects of the role.
• →Take a leadership role in coordinating and managing special projects as assigned by the Reservations Director and/or Supervisors.

• →Extreme Flexibility in Work Schedule: Must be adaptable to varying work hours with the ability to work as needed to manage the operation effectively; including availability on the 1st and 5th of each month, and answering phones/chats/emails when needed.
• →Positive Demeanor and Attitude: Maintains a consistently positive, professional, and upbeat attitude, even in challenging situations, to motivate and influence team morale.
• →Strong Sales Skills: Demonstrates the ability to identify customer needs, promote products or services effectively, and close sales while providing excellent customer service.
• →Customer Service Expertise: Exhibits strong customer service skills, both internally and externally, ensuring high-quality service and customer satisfaction through clear communication and efficient issue resolution.
• →Strong Written and Verbal Communication Skills: Proficient in both written and oral communication, able to convey ideas, instructions, and feedback clearly and effectively to agents, customers, and leadership.
• →Leadership and Motivational Skills: Demonstrates the ability to lead by example, motivate agents, and foster a positive, high-performing team environment. Capable of providing constructive feedback and coaching to improve agent performance.
• →Problem-Solving and Analytical Skills: Skilled in assessing issues, analyzing situations, and identifying solutions quickly and effectively, ensuring smooth operations and customer satisfaction.
• →Time Management and Multi-tasking: Strong organizational and time-management skills, with the ability to prioritize tasks, manage multiple responsibilities simultaneously, and adjust as needed based on shifting priorities.
• →Team Player with Independent Capability: Able to work effectively as part of a team and also take initiative when required. Demonstrates the ability to follow direction and support team members while working autonomously when necessary.
• →Knowledge of Company Policies and Procedures: Deep understanding of the organization’s policies and procedures, ensuring compliance and helping guide agents to meet operational goals and standards.
• →Confidentiality and Discretion: Ability to handle sensitive and confidential information with the utmost discretion, maintaining privacy and integrity at all times.
• →Adaptability and Conflict Resolution: Ability to remain calm under pressure, adapt to changing circumstances, and manage conflicts or difficult situations with professionalism and poise.
• →Technological Proficiency: Comfortable using customer service platforms, email systems, phone systems, and other relevant technology tools to support operations and agent performance.

• Call Center Management Experience: Prior experience in a supervisory or management role within a call center environment, including overseeing daily operations, managing agent performance, and ensuring adherence to customer service standards.
• Sales and Sales Coaching Experience: Proven track record in sales, with experience coaching agents to meet and exceed sales targets while ensuring customer satisfaction and retention.
• Hospitality or Travel Industry Experience: Background in the hospitality or travel industry preferred, with a strong understanding of customer service expectations and operational procedures specific to these industries.
• Customer Service and Customer Service Coaching Experience: Demonstrated expertise in customer service, along with a history of coaching and developing agents to enhance their customer service skills, resolve issues efficiently, and meet performance goals.
• Proficiency in Opera Reservations System: Familiarity with the Opera reservations system, including the ability to navigate and utilize it to manage bookings, inquiries, and customer interactions.
• Proficiency with ACD Systems: Skilled in using Automatic Call Distribution (ACD) systems, with the ability to monitor call flow, troubleshoot issues, and support agents in optimizing call management.
• Proficiency with PCs and Microsoft Office Applications: Comfortable using PCs and proficient in Microsoft Office applications (Word, Excel, Outlook, etc.) for daily tasks, reporting, and communication.
• Education: High school diploma or equivalent is required. A college degree is preferred, particularly in areas related to business, hospitality, or management.

• Work Environment: The position is primarily remote, requiring a quiet, distraction-free home office setup to facilitate effective communication and productivity. A reliable internet connection and access to necessary technology (such as a computer, headset, and software) are required.
• Physical Requirements: The role involves prolonged periods of sitting and working at a computer, requiring good posture and ergonomic workspace practices. No heavy lifting or strenuous physical activities are required.
• Technology Requirements: Must be able to troubleshoot basic technical issues and use remote collaboration tools (video conferencing, chat, etc.) to interact with the team, ensuring smooth operation in a remote setting.