Note: The job is a remote job and is open to candidates in USA. Axiom Global Technologies is seeking an experienced Manager – Reservations Operations & Guest Services to lead the Reservations Supervisors and their teams within a customer-focused contact center environment. This role is responsible for driving operational excellence, delivering exceptional guest experiences, and optimizing team performance.
Responsibilities
- Lead, coach, and develop Reservations Supervisors and Cruise Specialists to achieve operational excellence and high performance
- Ensure exceptional customer service by maintaining quality standards and resolving complex customer concerns and escalations
- Drive team performance to achieve or exceed sales, service, productivity, and customer satisfaction goals
- Oversee daily operations of the Resolution Desk, ensuring timely issue resolution and efficient workflow management
- Collaborate with Guest Services, Sales, Revenue Management, Operations, and other business units to ensure seamless communication and service delivery
- Partner with Technology and IT teams to identify system enhancements, troubleshoot operational issues, and support ongoing platform improvements
- Monitor key performance indicators (KPIs), analyze operational trends, and implement process improvements to increase efficiency and customer satisfaction
- Develop and maintain standard operating procedures, ensuring compliance with company policies and service standards
- Manage workforce planning, scheduling, coaching, performance evaluations, and employee development initiatives
- Identify operational risks and implement proactive solutions to improve overall customer and employee experience
- Foster a collaborative, customer-centric culture focused on continuous improvement and operational excellence
Skills
- Bachelor's degree in Business Administration, Hospitality, Tourism, or a related field (or equivalent experience)
- 5+ years of leadership experience in a contact center, reservations, guest services, or customer operations environment
- Proven experience managing supervisors and high-performing customer service teams
- Strong understanding of reservations operations, customer service best practices, and escalation management
- Experience working with CRM, reservation systems, and contact center technologies
- Strong leadership, coaching, conflict resolution, and decision-making skills
- Excellent communication, stakeholder management, and cross-functional collaboration abilities
- Strong analytical skills with experience using operational metrics and KPIs to drive performance improvements
- Experience in the cruise, travel, hospitality, or tourism industry
- Knowledge of workforce management and contact center operations
- Experience supporting technology implementations or system enhancement initiatives
- Continuous improvement or Lean/Six Sigma experience is a plus
Company Overview