Senior Team Leader

This dynamic position will build upon the responsibilities of a Team Leader, Reservation Sales incorporating additional responsibilities such as:

Team Leadership & Performance Management:

• Lead, mentor, and support a team of reservation sales consultants to achieve performance targets.
• Manage a team of luxury sales consultants, enhancing center performance in sales and quality service.
• Support the team in handling high-value reservations with attention to detail and personalization.
• Support Team Leaders by assisting with day-to-day operational questions and providing immediate support to Sales Leadership.
• Monitor KPIs, service levels, and quality assurance to maintain a luxury customer experience.
• Implement operation strategies to enhance Team Leaders and team productivity, motivation, and engagement.
• Conduct regular performance reviews and provide coaching for continuous improvement.
• Responsible for ensuring that the team achieves high scores on corporate
• Employee Satisfaction Surveys (ESS) and Develop Action Plans by collaborating with team members to create targeted strategies addressing identified issues, aiming to enhance job satisfaction and engagement.

Training & Content Development:

• Liaise with team leaders and reservation sales to propose and develop content for luxury and sales coaching and monthly meetings.
• Create and maintain Reservation Centre Excellence sales training and develop programs for delivery at GRC.
• Work with the Sales Leadership team to identify and coordinate training efforts to improve center performance, operational procedures, sales, and customer service abilities of team members.
• Liaise together with the Senior Reservation Sales Manager on Educational Tours creation and organization, ensuring effective training and property visits for the team.

Operational Excellence:

• Ensure compliance with company policies and operational standards.
• Collaborate with cross-functional teams to streamline processes and optimize efficiency.
• Provide data-driven insights and reports to senior management for workforce planning.
• Suggest resource allocation to ensure team efficiency and effectiveness, not limited to Leaders and Consultants.
• Report at Operations meetings on behalf of the department.

Liaison & Industry Engagement:

• Collaborate and liaise with operations leaders in other departments (e.g., Quality and Learning, Sales Support team, T&C, Workforce Planner) for daily inquiries.
• Stay current on industry trends and best practices to continuously improve team performance in sales.

Workforce management:

• Ensure the team holiday forecast is up-to-date and aligns with center expectations.
• Work closely with Workforce Management (WFM) to ensure shift allocation is fair and efficient.
• Act as a backup for WFM in creating and managing the team schedule.
• Take ownership of team leaders’ schedule creation to ensure seamless operations.