Guest Services Supervisor- Oak Island Accommodations

Job description

Responsibilities: - Train, coach, and supervise all Guest Services Agents - Assign daily duties and schedules, ensuring optimal staffing - Provide ongoing coaching and performance feedback through scheduled 1:1s and team meetings - Manage reservations performance as a team and individually by utilizing Track Pulse, a lead management program that tracks performance integrating with Ring Central, OIA’s phone system. - Oversee Track Pulse incentive bonus program - Oversee Guest Web and ensure payments are made and contracts are signed. - Oversee all reservation activities in Track - Ensure that reservations booked have correct reservation type and commission rates. - Assists with answering phones and booking reservations. - Manage guest complaints with professionalism to find a reasonable solution for their issue/complaint - Assists with upset guests to find a reasonable solution. - Monitor and respond to voicemails, emails, leads, and online travel agent platforms in a timely manner - Coordinate with other departments (housekeeping, maintenance, laundry, etc.) on guest-reported issues - Utilize reporting tools to track revenue, booking volume, cancellations, and call metrics - Train...