Reservations Team Leader Peoplefusion location Maitland and Hunter.

Career role with a leading Newcastle-based brand with a global reach. Full-time permanent role available located in the heart of Newcastle CBD. $80K + super + incentives. We are excited to be recruiting a permanent full-time Reservations Team Leader to join a Newcastle-based Reservations Contact Centre.

About the opportunity as a Reservations Team Leader, you will be responsible for providing day-to-day leadership and subject matter expertise to your team of Reservations Specialists. Your focus will be coaching and empowering the Reservations Team to achieve exceptional team performance by showcasing the organisation's products to guests.

Importantly, the Team Leader to Reservations Specialist ratio is 1:6 which will give you time to focus on quality, coaching and team engagement. The Contact Centre operates Monday to Friday from 7:30 am to 6:15 pm and Saturdays from 9 am to 1 pm. You will work a 38-hour workweek Monday to Friday, in addition to one 4-hour Saturday shift every 3-weeks.

Key responsibilities gain expert knowledge in all products offered. Conduct regular coaching sessions and performance appraisals, including quality assurance, to meet service standards. Train and coach Reservation Specialists to provide an exceptional service experience while promoting products to achieve sales targets.

Re-enforce processes to achieve efficiencies, raising any issues impacting workflow through relevant channels. Real-time queue management, liaising with the Workforce Planner to maintain service level targets.

About you, you’re passionate about the quality of offerings and enthusiastic about creating exceptional guest experiences. You have strong leadership skills with experience in coaching and training staff, preferably within the contact centre, travel, retail or hospitality industry.

Strong communication skills, both verbal and written, are a must, with the ability to engage professionally with a diverse clientele. Highly capable in utilising contact centre technology and/or CRM software. Experience in a 4 or 5-star luxury brand environment is desirable.

The benefits work for an iconic brand with deep roots in Newcastle and a global reach. Be recognised for your commitment and loyalty with an attractive incentive plan. Join a team of passionate professionals dedicated to creating wonder.

Contribute to an organisation that prioritises sustainable practices. Enjoy a beautiful office environment in the heart of Newcastle CBD. Access to opportunities for advancement and professional development. Fitness Passport available.