RESERVATION SALES SUPERVISOR
Job Title: Reservation Sales Supervisor
Department: AMN Contact Center
Location: Montreal, QC
Reports To: Sales Manager
FLSA Status: Exempt
Prepared By: Human Resources
Prepared Date: September 21, 2000
SUMMARY Coach, counsel, develop and coordinate the activities of Reservation Sales G.O.s to lead to increased productivity and sales by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Primarily responsible for increasing sales amongst the reservation agents. This is done through monitoring, coaching, handling supervisor/hotline calls and managing the teams overall performance.
Coach, train and develop Reservation Sales Agents by giving practical knowledge to improve performance and achieve top productivity.
Communicate individual and team goals to the reservation agents and measure progress and results.
Monitor agents’ service level, occupancy, conversion and length of call to ensure conformance to goals.
Issue written and oral instructions.
Conduct side by side monitors and review recorded calls.
Maintain harmony among workers and resolve grievances.
Accept transfer calls to adjust disputes between customers and agents.
Reinforce sales training, quality assurance feedback and Trusted Advisor® training.
Conduct one on one monthly job performance reviews for each team member utilizing the scorecard review mechanism.
Prepare and deliver annual performance assessments and mid-year progress updates
Offer tools, resources and training to encourage improvement, including action plans and measurable improvement goals.
Create team motivation and encourage team feedback and questions.
Respond to sales agents’ questions and/or research questions to find correct answer.
Study and standardize procedures to improve efficiency of Sales G.O.s.
Lead individual and/or group projects and incentives to increase sales and center performance, as directed.
Act courteously and respectfully to all GMs, travel agents and co-workers.
Must be able to work any shift between 9AM and 7PM EST Monday through Friday and 930AM to 6PM EST on Saturday and Sunday.
SUPERVISORY RESPONSIBILITIES: Directly supervise approximately 15 Sales Agents, both in the Contact Center and Home Based; carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include coaching, counseling, monitoring, mentoring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Primary functions will be monitoring, coaching and development of their team and handling escalated calls.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Minimum 1 year experience with Club Med required (internal candidates only) and a minimum of 2 years previous supervisory experience required (internal and external candidates). High school diploma or general education degree; and at least 1 year related experience and/or training; or equivalent combination of education and experience. Experience handling escalated customer service inquiries is preferred.
LANGUAGE SKILLS: Bilingual French/English required. Ability to effectively communicate selling methods, technical processes, areas for improvement and development plans. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Must be able to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers and customers.
MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. Specific vision abilities required by this job include close vision, and ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
CLUB MED: Must be able to effectively coach and counsel, utilizing effective sales techniques and methods to insure increased sales and productivity. Excellent sales skills and ability to train and motivate employees required. Must have strong communication and organizational skills and be detail oriented. Must be able to handle multiple tasks, be an excellent problem solver and be able to maintain a high level of confidentiality. Familiarity with travel industry and Club Med Villages preferred. Must be flexible, adaptable to constant change, and continually updated on changes in product and environment.
Strong verbal, reading comprehension and computer skills required. Ability to maintain a professional, upbeat and service oriented attitude required.
Club Med provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Club Med complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Club Med expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status
Employee signature below constitutes employees understanding of the requirements, essential functions and duties of the position.
Créateur de bonheurs depuis 1950, le Club Med est le spécialiste mondial des vacances tout compris, dans un esprit résolument haut de gamme, convivial et multiculturel.
Le groupe dispose de 65 stations situées dans les plus beaux sites du monde. Nos bureaux sont situés à Paris, Lyon, Singapour, Shanghai, Rio de Janeiro et Miami, avec des bureaux de vente situés à Montréal, en Arizona et à Mexico City ainsi que dans des dizaines d'autres pays.
Dans les bureaux de l'entreprise, le Club Med offre des opportunités de carrière, des programmes de développement, un ensemble d'avantages sociaux et de grandes réductions pour se rendre dans nos centres de villégiature. Notre mission: être créateur de bonheurs.
Description de poste :
*Gestion d’une équipe de 4 personnes.
- Effectuer la réconciliation des différents comptes.
- Superviser et contrôler les activités de comptabilité générale.
- Produire la préparation et la saisie des écritures comptables.
- Agir en tant que principal responsable de la comptabilité locale basée sur les lois canadiennes.
- Diriger la liaison avec les auditeurs externes pour l'audit du groupe ainsi que la préparation des états financiers locaux.
- Produire des rapports mensuels sur les taxes de vente et gérer des vérifications de Revenu Québec.
- Veiller à la bonne application des charges sociales.
- Surveiller les flux de trésorerie / le positionnement et les virements électroniques.
- Analyser le fonds de roulement.
- Produire le bilan des comptes de profits et pertes.
- Offrir un soutien à la préparation du budget.
- Gérer les immobilisations - acquisitions, cessions, dépréciations.
- Superviser les comptes payables, la comptabilité des ventes et du transport et la paie.
- Mener les audits internes.
- Disponible pour aider les besoins de gestion de bureau, les renouvellements de contrats, etc.
- Être un soutien pour la haute direction.