Senior Manager -Guest Services |Cruise

Role Name: Senior ManagerWork site: Miami, FL (Remote)Position Type : ContractJob Description:**JOB SUMMARY**This is a leadership role overseeing the Reservations Supervisors (Resolution Desk) and their teams of Cruise Specialists in a dynamic call center environment.While providing support to all the departments within Guest Services, this position also works closely with various other departments within the company to maximize revenue and keep a consistent flow of communication. This role is crucial in ensuring exceptional customer service, achieving or exceeding sales targets, and collaborating effectively with technology teams for continuous system improvements and support.**DUTIES & RESPONSIBILITIES**

• Manage and lead a team of supervisors and cruise specialists to achieve performance targets and deliver exceptional customer service.
• Develop and implement strategies to maximize sales and occupancy through effective reservation management.
• Monitor call center metrics and implement process improvements to optimize efficiency and customer satisfaction.
• Collaborate with cross-functional teams, including but not limited to Accounting, Revenue, Sales, and Marketing.
• Review accounting reports to ensure balances and refunds are up to date.
• Review and amend bookings, cancellations, pricing, and accounting as needed.
• Work closely with technology teams to enhance reservation systems, phone systems, websites, and other technological tools to ensure operational needs are met.
• Manage the onboarding process for the department by working closely with HR, reviewing resumes, conducting final interviews, attending job fairs as needed, and choosing the best candidates.
• Manage and execute itinerary changes by creating guidelines while paying close attention to detail and follow-up.
• Conduct regular performance evaluations, provide coaching and feedback to team members, and ensure ongoing professional development.
• Manage and address any employee relation issues, collaborating with HR and the direct supervisor.
• Oversee the Supervisor schedule monthly and approve payroll.
• Prepare and monitor reports on reservation trends, sales performance, and operational efficiency.
• Ensure compliance with company policies, procedures, and regulatory requirements.Best Regards,Bismillah Arzoo (AB)