Reservations Supervisor

POSITION: Reservations Supervisor

DIVISION: Corporate Services

REPORTS TO: Director of Corporate Services

LOCATION: Owen Sound

TYPE: Full Time Permanent, 35 hours/week

SALARY: $48,120 to $56,875 per year

SAFETY SENSITIVE: No

UNION: No

GENERAL ACCOUNTABILITY

Reporting to the Director of Corporate Services, the Reservations Supervisor will oversee the reservation department for Owen Sound Transportation Company (OSTC) consisting of up to 10-12 seasonal reservations agents (March to October) including 5-8 summer students (May to September). This position will provide daily supervision to ensure all agents meet the organization’s targets for customer service excellence, assist in reservation system development, database administration, and application support for all users. As a highly motivated leader that thrives in a fast-paced environment, you will instil a culture that inspires others to achieve success.

KEY ACCOUNTABILITIES

The primary job duties and responsibilities for the Reservations Supervisor includes but are not limited to the following:

· Recruits and trains OSTC Reservations Agents on relevant job duties and company policies (e.g., using the computer software system and appropriate etiquette to achieve customer service excellence).

· Develops and monitors work schedules for reservation agents to ensure staffing models meet variable call volumes.

· Updates and maintains reservation computer system database.

· Supports database performance by monitoring, evaluating, and resolving processing and programming problems.

· Provide technical and trouble-shooting support to OSTC employees, including all terminals.

· Reviews reservation agent performance to ensure continual improvement.

· Reviews daily reservation manifests to ensure bookings are accurate, complete, and maximizes ferry capacity, flags capacity concerns to the Terminal Supervisors for escalation.

· Promotes a positive team culture to maximize productivity and customer satisfaction.

· Works to promote a strong team environment between the reservations department and the terminals.

· Participates in developing reservation booking software capabilities to enhance customer experience (with software developer and host).

· Determines causes of reservations database errors and/or user errors and facilitates corrective measures.

· Takes call-in reservations for personal and commercial bookings.

· Ensures department follows protection of personal privacy and internet security legislation and policies.

· Escalates major quality concerns (e.g., customer complaints, booking anomalies, or other conflicts) to appropriate manager.

· Other duties as assigned by the position manager.

During the ferry off-season (December to March), other administrative and marketing duties will be assigned including but not limited to assisting the Corporate Services group with the preparation od communications, marketing, training materials preparation, reservation systems upgrades, and post season reporting.

This position will be based out of the Owen Sound head office; however, this position also provides reservation system technical and user support to the Pelee Island Ferry Service located in Leamington/Kingsville and on Pelee Island, and to terminal staff in Tobermory and South Baymouth, Manitoulin Island.

Direct staff responsibilities include the supervision and management of seasonal reservation agents. Indirect staff responsibilities include support of Reservations/Ticket Agents in Tobermory and South Baymouth.

QUALIFICATIONS

Education and Experience

· A College diploma in a related field (e.g., Business Administration, Hotel Management, Tourism). A university degree would be an asset.

· Demonstrated experience with computer software management.

· Proficient in Microsoft office suite of products (Word, Excel, Outlook, Teams, etc.)

· Three (3) years of experience working in customer service-related positions (e.g., front desk, online, telephone, or call center environment).

· Previous supervisory experience required.

· Accurate and efficient data entry skills.

· Strong written and verbal English communication skills is required.

· Valid Class ‘G’ Ontario driver’s licence (or equivalent) that is not expired, forfeited or suspended or access to own means of transportation when travel is required.

· Knowledge of regional tourism service industries is a strong asset.

· Bilingual in the French language would be an asset.

EFFORT – PHYSICAL/SENSORY DEMANDS

· Office work, sitting, computer work, speaking on the phone.

WORKING CONDITIONS

· Office environment, occasional visits to operations at other company locations, some overnight travel as needed.

· This position may be required to provide support in response to business requirements during weekends, holidays, and other non-standard working times while the vessels are in operation.

• To apply for this opportunity, please visit:

https://secure.collage.co/jobs/ontarioferries/42250

Job Type: Full-time

Pay: $48,120.00-$56,875.00 per year

Benefits:

• Dental care
• Life insurance

Schedule:

• Day shift

Education:

• Secondary School (preferred)

Experience:

• Call center: 1 year (preferred)
• Customer service: 1 year (preferred)

Ability to Commute:

• Owen Sound, ON (required)

Ability to Relocate:

• Owen Sound, ON: Relocate before starting work (required)

Work Location: In person