Manager - Customer Service - Hospitality

Reservation Experience:

Key roles & responsibility:

Maximize Resort Occupancy:

- Monitor and track segment wise occupancy & Prospects

- Increase Unique Member Holidays through reduction in non-conformance of the holiday requests received

- Create strategies to increase conversions

- Plan and roll out promotional and tactical campaigns along with Marketing, Inventory Management & Resort Operations for low occupancy resorts

- Monitor and track confirmation of wait list

- Work along with associate partners

- Conduct monthly governance calls with Resort Operations, Marketing and Branches

Improve Reservation Experience:

- Regularly revisit reservation rules based on demand & supply of inventory and member behavior

- Improve On Search experience

- Constantly monitor refusals and non-conformance base

- Analyze and draft action plans on refusals & detractors due to non-availability of rooms

- Increase website penetration by diverting bookings from contact centre to website

Operations Management:

- Reduce reservation complaints

- Manage cancellations due to resort emergency

- Manage enrollments - coordinate with finance for payments and enrollments

- Inventory banking's - cross sell blue & white weeks to red members

Customer Services Manager:

Service Delivery through Third Party Service provider:

- Meet and Exceed Inbound Service levels for all processes

- Meet and Exceed Outbound conversions, targets for all processes

- Meet TAT's on all proactive helpdesks, pending interactions and ensure end to end closures of member interactions

- Meet and exceed contact center service quality and thereby improve member experience

- Bring in efficiency and effectiveness leading to reduced cost through lesser cycle time and seamless processes

Enhance Member Experience at various touch points at contact center:

- Improve member experience at every transaction processed at contact center thereby leading to improved CAPS

- Provide analytical inputs which can be incorporated as process improvements

- Bring about process improvement measures which reduces TAT, cost of transaction and improves member effort score

- Enrich existing member data and information which can help in improving overall member experience, take business decisions and also help in generating additional revenue for the organization (by reshaping member demand or adding new members through referrals)

- Identify insights on member behavior which can help in taking business decisions

Systemic changes:

- Provide inputs to IT for various contact center applications which can help contact center executives with ease of information and reduce cycle time

- Coordinate with IT for any systemic changes for contact center applications - new enhancements or modifications

Member communications:

- Periodically review member communication templates

- Coordinate with Marketing on all communications send to members

Key Performance Indicators:

- Service Levels - 80% of the calls to be answered in 20 seconds

- Abandonment Rate - less than 5%

- TAT's - All TAT's to be achieved 95% of time

- Contact center call quality scores - as per vintage

- CAPs score of +50

- Targets on holiday conversion for all processes

- Gradual reduction in number of workstations through reduction in repeat calls, reduction of cycle time and better processes

- Member insights to improve member experience and take business decisions

- Resort Occupancy:

a) 80% through members and 5% through prospects

b) Reduce non-conformance rate - less than 20%

c) Special Offer Utilization - 70%

- More members to holiday by achieving UMH target of 1,08,000

- Website Penetration - 70% of the total bookings

- Improve reservation experience on website

- Improve reservation experience through system automation and enhancement

- Manage relationships with associate partners,