• Supervisor - Reservations - Guest Services

    Job Locations US-WA-SEATTLE
    Posted Date 4 weeks ago(5/30/2019 1:16 PM)
    Requisition ID
  • Overview

    Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 310 guests and cruise around the world.


     Windstar Cruises Logo


    Our Mission: We imagine and deliver personalized and immersive experiences 180 degrees from ordinary

    Our Vision: Enriching people’s perspective through inspired travel

    Our Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible



    Position Title: Supervisor – Reservations                                         

    Department: Guest Services                                    

    Position Reports To: Manager – Guest Services       

    FLSA Status: Exempt

    Work Hours: Full Time




    The Supervisor – Reservations will be responsible, in partnership with the Guest Services Management team, to effectively manage Sales & Services of the departments Vacation Planning and Concierge Agents. Supervisor is responsible for managing the staff sales and service performance to KPI’s. Supervisor is responsible for facilitating recruitment, delivering training, providing evaluation and continuing education of Windstar’s customer-facing staff. Monitors phone performance and delivers coaching and performance improvement plans for the assigned team. Develops and maintains Samepage knowledgebase with new and changing information. Facilitate a motivating and positive work environment for the team and Guest Services department. Offers support to the other Guest Services management team as needed and assigned by management.


    Essential Duties & Responsibilities:

    • Monitor staffing levels and KPIs, making recruitment suggestions as needs are anticipated.
    • Maintain phone answer quality and quality assurance.
    • Screen applicants and coordinate interview times for potential candidates with HR
    • Prepare materials and lesson plan for training needs.
    • Initial product, policy and procedure training for all guest-facing employees.
    • 90-day oversight, evaluation and supervision of new employees.
    • Project management, development and maintenance of Sharepoint database.
    • Coordinate with Systems Specialist on enhancement orders and help-desk tickets for Seaware and other reservations systems.
    • Provide Guest Relations booking support on Pre-Post bookings, research, revisions, resolution


    • 3 years call center experience in positions of increasing responsibility.
    • Proficiency with Cruise or Tour computer reservations systems
    • Strong ability to lead sales and service staff to achieve high results, goals and KPI’s.
    • Understanding of Phone system ACD and other contact center functions and features.
    • Capability, using call recording software and Management Studio.
    • An in-depth understanding of Windstar Cruises product, policy and procedure.
    • General working knowledge of adult education methodology.
    • Self-starter with excellent task management skills
    • An intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).


    Work Environment & Physical Demands


    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.

    General office environment. Moderate noise.


    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.


    Regularly required to sit and occasionally required to stand. Occasionally required to lift and/or move up to 25 pounds. Specific vision abilities required by this job includes close vision. Some stress may occur, especially during closing periods.


    Supervisory Responsibilities:             Yes             No


    Who:    Guest Services (Reservations) Vacation Planners and Concierge Agents assigned.


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