Conducts observations on all communication to ensure that Reservation Specialists are meeting all service standards set by the department. Provides one-on-one feedback and coaching.
Performs daily audit of all activity reservations made through the call center. Responsible for quality assurance standards in reservations to ensure guests are receiving accurate representation of products and that the company is receiving accurate information from the guest.
Responsible for analysis of agent observations via monthly reporting. Maintains agent records and training materials. Also performs the duties of a Reservation Specialist including booking activity reservations for guests
Additional responsibilities include but are not limited to assisting with training and communicating any issues to the trainer and managers to improve the overall training process. The Coach/Auditor may conduct classroom training of new agents.
Understands the sales programs and sales process and provides feedback to management to enhance service and accuracy, as well as, to make improvements to our training program. Tests and ensures web functionality by monitoring web performance and provides feedback on how to correct and improve booking issues, which arise via all booking channels.