Summary:
The Reservation Assistant Call Center Manager oversees the daily operations of the reservations call center, ensuring exceptional guest service, efficient workflow, and accurate reservation handling. This role supports the Reservations Manager by supervising agents, monitoring performance, optimizing call processes, and maintaining high service standards. The manager ensures that every guest inquiry—whether by phone, email, or digital channel—is handled professionally, accurately, and in alignment with resort policies.
Onsite Position — This is a full‑time onsite role based at Rosen Hotels & Resorts in Orlando, FL.
Candidate must be able to work a flexible schedule.
Responsibilities:
- Supervise reservation agents, provide coaching, conduct performance evaluations, and support professional development.
- Ensure all guest interactions are friendly, efficient, and aligned with resort service standards.
- Oversee daily call flow, staffing levels, queue management, and scheduling to maintain service levels.
- Ensure all bookings, modifications, and cancellations are processed correctly and communicated to relevant departments.
- Train new agents on systems, scripts, service expectations, and reservation procedures.
- Monitor calls, review guest feedback, and implement improvements to enhance service quality.
- Support agents in promoting room upgrades, packages, and resort amenities to maximize revenue.
- Assist with escalated guest concerns, ensuring timely and professional resolution.
- Track call volume, conversion rates, agent performance, and other KPIs; prepare reports for leadership.
- Ensure reservation systems, scripts, and workflows are up to date and functioning properly.
Uphold the company's drug-free, tobacco-free, and nicotine-free policies within the workplace.
All other duties as assigned.
Experience/Qualifications:
- 2–4 years of call center or reservations experience; supervisory experience preferred.
- Strong communication, leadership, and coaching skills.
- Knowledge of hotel reservation systems (PMS/CRS) and call‑center software.
- Ability to analyze data, manage KPIs, and improve processes.
- Excellent problem‑solving and guest‑service abilities.
- Ability to lift 25 lbs. frequently and up to 50 lbs. infrequently.
- Must be able to legally work in the USA.
Education and Certification(s)/License(s):
- High school diploma or equivalent required.
Discover Life at Rosen:
Your career is here in our diverse and friendly workplace where your individuality and ideas are valued. Our company of more than 3,000 associates thrives on teamwork and ingenuity. It is this team that makes Rosen Hotels & Resorts in Orlando one of Florida's most respected hospitality companies to work for.
Benefits Our Associates Enjoy:
- Affordable Health and Dental Insurance
- On-site Medical Center
- Competitive Compensation
- Holiday Pay
- Birthday Pay
- Paid Vacation and Personal Days
- Tuition Reimbursement and Higher Education Scholarships
- 401(k) Retirement Savings Plan
- Childcare Financial Assistance
- Hospitality and Dining Discounts
- Access to our Family Outreach Center
- Excellent Career Growth Opportunities
- And much more
We are proud to be an equal opportunity employer and a drug and nicotine-free workforce.
