Assistant Reservations Supervisor

Job Profile and Description

Avanti Destinations is the market leader in long haul independent travel management, working exclusively for travel agents. The Assistant Reservations Supervisor works with the Reservations Supervisor to ensure their team of sales assets, also known as Travel Consultants, achieve predetermined sales goals as well as maintain Avanti’s quality standards and necessary accuracy levels. They provide support to the Reservations Supervisor to effectively supervise their team with the day-to-day call center operations by assisting with reports, team questions, coaching, and providing appropriate feedback to their team. The Assistant Reservations Supervisor also works closely with the Reservations Supervisor, Reservations Support Supervisor, and Director of Reservations to ensure the Reservations Department maintains high standards for the company’s continued success.

This Full-Time position is eligible for participation in a comprehensive company benefits & perks program. Avanti offers low-cost medical and dental coverage, paid-time off, paid holidays, reduced cost Tri-Met passes (benefit eligibility begins at the beginning of the month following 60 days of employment).

Key Duties and Responsibilities

• Assist Reservations Supervisor with training, mentoring, and coaching Travel Consultants
• Works with Reservations Supervisor to create and encourage a team-based performance culture
• Acts as primary contact for Travel Consultants and Res Support Specialists on Help Desk, Training Help Desk, and in the Reservations General Chat room via Microsoft Teams
• Gives consistent, regular feedback to increase employee productivity while assisting on Help Desk and Training Help Desk
• Assist with Reservations calls, Requests emails, and web payments as needed
• Utilizes resources efficiently and effectively to accomplish contact center objectives and goals
• Responsible for providing excellent internal and external customer service
• Assists Reservations Supervisor with identifying potential errors and issues. Works with supervisor to then implement plans of improvement using Performance Improvement Plans (PIP) and regular follow up on Training Required (TR) memos
• Assists Reservations Supervisors with responding to phone calls/emails from dissatisfied customers when those calls/emails cannot be handled by a Travel Consultant, regardless of what team the Travel Consultant is on
• Attempt to resolve customer issues/complaints in most cost-effective manner while maintaining customer satisfaction
• Ensures that Avanti’s policies and procedures are followed and reports to Reservations Supervisor when inconsistencies are identified. Participates where necessary to clarify/amend or create procedural improvement
• Interfaces regularly with other Assistant Supervisors and supervisors inside and outside the Reservations Department regarding Travel Consultant’s performance
• Responds to interdepartmental communication(s) within a timely manner
• Create and analyze statistical reports; look for patterns regarding productivity of Travel Consultants and call center
• Assist with maintenance of Travel Consultant timecards, including but not limited to: hours worked, Attendance, Vacation Leave, Sick Leave, and Absence
• Ensures the Call Center is running by making sure Travel Consultants are taking calls, computers are working, and phone system is working. This includes minor troubleshooting for phone system and computers, as well as general Travel Consultant scheduling.
• In the absence of the Reservation Supervisor, acts as the Reservations Supervisor in their stead
• Other duties as required or assigned

Skills and Specifications

• Possess proven leadership skills to assist with directing employees to meet company goals and established conduct/sales standards
• High-level of professional, effective interpersonal communication skills with all levels of employees, both written and verbal
• Excellent problem solving, complaint resolution, and negotiation skills
• Demonstrate accurate and strong attention to details and manage customer situations using exceptional customer service. This includes continued updates and follow up until the situation is resolved.
• Able to work any shift to ensure proper coverage; Available for overtime hours as needed
• Able to adapt to changing policy and product in a fast-paced performance-driven culture
• Strong computer skills (MS Outlook, MS Word, MS Excel, MS Teams, Internet, etc.)
• Proficient in TourGate
• Proficient in Amadeus preferred
• Demonstrate exceptional habits of dependability and attendance
• Knowledge of our products and destinations 
• Strong desire to be a part of a high growth company with an entrepreneurial spirit and a fast-paced, result-oriented culture

Education and Qualifications

• High School Diploma or GED
• Six (6) months of call center experience preferred
• Six (6) months of Lead or Supervisory experience preferred

Physical Activities and Requirements

• FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
• AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery (copy machine, keyboard, etc.).
• PHYSICAL STRENGTH: Sedentary work; sitting most of the time.  Exerts up to 10 lbs. of force occasionally.

Mental Activities and Requirements

• REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
• MATHEMATICS ABILITY: Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).

In accordance with the Americans with Disabilities Act, it is possible that physical and mental requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. 

Business Relationships

Avanti’s Assistant Reservations Supervisor exceeds Company objectives by working closely with the Reservations Supervisor, Director of Reservations, their assigned team, the Trainers, the Operations department, and the Product department to achieve quality customer service and ensuring overall company and department business goals/standards are met.  Serving the ‘internal customer’ is a key priority and measure of success in this position.

OUR MISSION

Avanti Destinations connects the components for customized international travel utilizing our technology and our educated staff.  We deliver a unique vacation experience solely through acting as the travel agents’ travel agent.

OUR VISION

Connecting the past, present, and future through international travel.

ABOUT AVANTI DESTINATIONS

Avanti Destinations is the market leader in independent travel management, working exclusively for travel agents, with expertise in customizable travel to Europe, Central & South America, and Asia, including air, rail, cars, hotels, sightseeing, transfers, and other experiential travel options. We specialize in providing hand-picked, locally owned hotels in large and small cities, as well as hard-to-find-options for experienced travelers at the best values. Avanti is rapidly growing; breaking barriers and using innovative technologies to make sure travel agents continue to book vacations through our travel consultants. Avanti Destinations participates in E-Verify and will provide the federal government with your Form I-9 information if hired, to confirm that you are authorized to work in the U.S.

We are world-travelers and embrace diversity and inclusion. We celebrate individual expression and uniqueness. We do not tolerate harassment or discrimination. We are committed to hiring individuals that reflect the world community we serve without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, genetic information, or other legally protected characteristics. We are an equal opportunity employer.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.