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The International Reservations Team Leader is responsible for maximising sales revenue through Reservations. They will support a team of up to 20 multi-lingual Reservations Consultants through motivating, monitoring and coaching individuals. They will be responsible for providing feedback to the commercial departments on the current market place activity and will be required to work closely with the Training Academy and the Hamburg sales team in order to maximise sales and deliver service to brand standards and drive positive change to processes, product and service delivery. To continually strive to improve Sales through Service performance within the contact centre and to regularly report on performance against target.
To support and promote our initiatives:
CRUISE- A set of behaviours which help us to interact with colleagues and customers in a way which delivers world class service each and every time
Elev8- A Carnival UK initiative which is about driving forward continuous improvement, world-class customer experiences and a winning culture
Coaching culture- We engage in enabling conversations with the aim of improving individual and collective work performance
Main Activities and Responsibilities:
People Management / Coaching / Development / Resourcing
Responsible for communicating positively and effectively the department company goals and objectives to team members.
Responsible for supporting International Reservations Consultants objectives for each individual and to be able to monitor progress against these objectives.
Responsible for motivating the team to ensure a prompt, efficient service is provided and maximum revenue is achieved.
Responsible for building and maintaining team spirit and a motivational working environment to encourage the achievement of all targets.
Responsible for coaching the team to ensure a prompt, efficient service is provided to customers both internal and external.
Responsible for creating and maintaining a productive relationship with other consultants, Team Leaders and Managers and the Hamburg team based on mutual trust.
Visually celebrate success and consistently motivate the team to maintain a high performance.
Responsible for managing disciplinary matters in accordance with company guidelines.
Budget Management / Financial Responsibilities / Revenue /Sales /Cost Management / Cost Control
To maximise revenue-earning responsibilities through encouraging the consultants to cross sell and increase booking value.
Provide the consultants with daily reports detailing achievement against target.
Create and implement initiatives to enhance sales
Responsible for the team reaching the sales target as established by the Manager
Customer Responsibilities (Internal & External Customers)
Accountable for establishing and maintaining good working relationships, guiding, advising and helping others where appropriate to enhance service levels.
To ensure all consultants are experts and able to deliver a service applicable to the caller.
Responsible for ensuring all escalated calls are dealt with as a matter of priority
Responsible for driving change including self service on line usage, reducing call volumes through continuous improvement and involvement in various other initiatives.
Maintain an effective relationship with key stakeholders across the business including Brand Heads, Commercial Managers, and Head of Reservations as the role reports into the UK Management team.
Responsible for completing internal forms accurately, reporting absence in accordance with HR guidelines.
Responsible for providing the consultants with daily reports detailing achievement against target.
Technical (including systems) and/or Professional Responsibilities
Responsible for ensuring the team is structured to meet all key performance targets
Knowledge of the Avaya phone system, Witness 360 (scheduling, tracking and QM tool)
Responsible for ensuring all staff are fully conversant with the processes and requirements of the department to encourage the achievement of quality targets
Knowledge of Polar and on-line booking systems
To actively participate in management meetings and project teams
Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee's control (list not exhaustive).
To undertake ad hoc duties as required.