Experience

Best Western Hotels GB

• Senior Team Leader - Accommodation

  • 2013 - Present

  - Manage a team of 4 Team Leaders and upwards of 15-20 contact centre staff on a daily basis- Reviewing daily performance and helping to create bespoke training sessions to help colleagues meet targets- Communicating with hotel guests and Hotel Booking Agents who may have complaints relating to in-house made reservations- Identify problematic company policies and procedures and liaise with other departments and our International offices to make the appropriate changes to aid progression- First port of call for external sales and hotel account managers helping with any hotel queries relating to hotel reservations and system issues - Departmental representative liaising with Marketing department to help finalise upcoming and continuing company promotions and offers- Meeting and presenting to both current and potential new member hotels Show less

• Team Leader - Accommodation

  • 2007 - 2013

  - Motivated team of contact centre staff on inbound calls- Offering coaching to contact centre staff on in-house booking system- Monthly call scoring ensuring all criteria is met and any failings addressed with the Training & Development Manager- Created and ran departmental incentives to help build healthy competitiveness while focusing on failing targets- Motivated team to meet monthly targets and beat other teams within the department- Dealing with complaints relating to mistakes made by contact centre staff and providing an appropriate outcome for all parties involved- Heading a team of Accommodation Agents for specialist booking enquiries Show less