Supervisor, Inbound Sales & Service

POSITION SUMMARY:

The qualified candidate will supervise a multifunctional team whose primary responsibility is to drive and support a sales culture, support Individual Direct and Trade services,  across the Royal and Celebrity Brands ensuring all team members demonstrate an upbeat and friendly disposition, excellent customer service skills promoting relationships with guests and our travel partners representing Royal Caribbean Groups as a best in class for service delivery. The ideal candidate will possess the skills to adapt to the various functions that this team is responsible for,  assist in the development of the team by coaching, providing feedback, and monitoring performance on a consistent basis. They will be responsible for meeting team and departmental goals, should be flexible and adapt well to change, and possess strong Customer Service skills. Models' attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management.   Ability to communicate in a clear, concise, understandable manner, listens attentively to others, understand material, and provide instructions to team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Identify, support and promote Key Performance Metrics for team members.
• Recommend to management improvements in product, booking documentation methods, revenue management procedures, service, accounting methods and procedures, etc.
• Follow up on recommended adjustments to ensure customer satisfaction.
• Coach, develop and monitor team members on a consistent basis.
• Track performance and ensure all departmental goals are met.
• Motivate team members for success.
• Review Processes and Procedures regularly to identify efficiencies  
• Performs other duties as required.