Leisure Travel Team Lead - Redmond, WA

Summary-  Supervise day to day operations of a team of Travel Agents.  Assist agents in helping owners with their travel arrangements.  Monitor agent performance and ensure their adherence to company policy and department performance standards.

 

Essential Duties and Responsibilities -
Be readily available to agents with answers or assistance when dealing with owners making thier travel plans
Have a firm understanding of of Trendwest Travel, Worldmark the Club guidelines, Focalpoint computer reservations system, in-house reservations and all programs offered to our owners
Monitor phone calls of travel agents and provide feedback while identifying areas of improvement, and areas of success
Conduct monthly one on one meetings with team members to discuss performance
Assist in and/or perform interviewing, hiring, and training of new travel staff
Address complaints, resolve concerns, rewarding and disciplining staff as appropriate
Respond to telephone calls escalated by travel agents
Back up phone lines as necessary
Identify areas to improve efficiency and effectiveness of workflow within the department



Skills/Abilities-
Good understanding of Apollo/Focalpoint computer reservations system
Knowledge and understanding of airline tariffs, regulations and policies
Extensive knowledge of destinations throughout the world
Contribute to a positive work enviroment by setting a positive example for the staff
Ability to coach team members
Ability to communicate witih team members while maintaining a mature and constructive relationship
Ability to communicate with owners and internal customers in a courteous and professional manner
Strong written communication, ability to write professional letters
Ability to make appropriate decisions to solve our owners problems
Maintain a positive, helpful demeanor under stressful circumstances
Ability to negotiate solutions and possess problem-solving skillsSelf-motivated
Attention to detail, accuracy and follow up
Ability to multi-task and prioritize in a fast-paced environment
Ability to work in a fast paced environment
Professional customer service skills
Proven strong team leader
Strong organizational skills


Ability to work evenings and Saturdays



Education and/or Experience-
2+ years in a related field, education or training.  Supervisory experience is required.