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Reservations Training and Communications Specialist

Company: Diamond Resorts
Location: Orlando
Posted on: October 18, 2020

Job Description:

JOB SUMMARY Under supervision, the Reservations Training and Communication Specialist is responsible for the development and facilitation of training materials and classes to support all aspects of Yield Management Contact Center operations and team member growth and development. ESSENTIAL JOB FUNCTIONS Partners with Training Manager and Reservations leadership to develop comprehensive training programs, itineraries, materials, and job aids. Facilitates classroom, virtual/video, and ad-hoc training supporting all Yield Management Contact Center operations encompassing new-hire onboarding, Owner Services, Hotel Guest Reservations, systems and/or technology, policies and procedures, customer service skills, sales conversion techniques, new products and services, new resort acquisitions, and new business initiatives. Ensures training programs are delivered in a creative, engaging format that inspires and motivates team members to learn, comprehend, and perform their job duties at expected levels. Responsible for ad-hoc and ongoing communications to team members, including, but not limited to, updated policies, reminders, and/or guest communication. Ensures thorough proficiency assessments are implemented in all training programs and/or curriculum to ensure team member comprehension and proficiency. Ensures training materials, job aids, and policy and procedure documents are continuously updated and archived, with updates communicated to team members in a timely manner. Collaborates with corporate Training team on development of department-specific computer based training (CBT) modules and other virtual training platforms or mechanisms. Collaborates with internal Contact Center training leaders and management to share best practices and training innovations. Maintains comprehensive training program records for all team members encompassing University of Excellence, corporate training (mandatory and elective), and all department-specific training programs. Collaborates with Contact Center management team to identify skill set development opportunities for individual team members, and takes action to schedule University of Excellence and/or ad-hoc training for continuous development of team members. Builds and maintains a positive working environment that attracts and retains high-quality personnel. Promotes a sense of teamwork, harmony, motivation, recognition, and continuous improvement at all times. Nurtures relationships and maintains open lines of communication with peers, managers, support team members, senior leaders, and all internal departments to foster collaboration and consistent delivery of exceptional customer service. Supports and advocates all Company and departmental policies, processes, business goals and initiatives, and proactively adapts and embraces change to serve as a role model for team members. Identifies remedial training needs, corrective action, and progressive discipline as needed. Proactively identifies process improvement opportunities and takes action to create, update, distribute, and archive all policy and/or procedure documents. Proactively communicates updates to ensure team members are fully informed of all new information related to products, processes, customer insights, Company, and departmental operational updates, and other relevant information. Provides project management support to Training Manager, Director of Reservations, and other Yield Management leaders as requested, delivering quality work product within established deadlines. Responsible for operational and administrative duties as needed to support the achievement of Company and departmental business goals. Completes all required Company trainings and compliance courses as assigned. Adheres to Company standards and maintains compliance with all policies and procedures. Performs other related duties as assigned. EDUCATION High School Diploma or equivalent. EXPERIENCE A minimum two (2) years of experience in the training, quality assurance, or call center/hospitality field required. A minimum one (1) year of supervisory experience in the training, quality assurance, or call center/hospitality field required. SUPERVISORY RESPONSIBILITIES This position does not include any supervisory responsibilities. LICENSE & CERTIFICATIONS This position does not require licenses or certifications. SKILLS & ABILITIES This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers. Specific skills and abilities include, but are not limited to the following: Demonstrated knowledge in development and facilitation of complex training curriculum including technical, product and/or service, sales conversion, and soft-skill training. Exceptional listening and written and verbal communication skills. Ability to create and promote a positive, successful, and professional work environment, and lead by example. Ability to embrace change, and provide hands on supervision in a multi-faceted and ever-changing environment. Ability to remain respectful, tactful, patient, and courteous at all times, while maintaining a heavy workload in a fast-paced environment. Ability to remain objective and maintain confidentiality on all business, team member, and personal matters. Ability to deliver quality work product within assigned deadlines for all project assignments. Strong leadership skills, demonstrated ability to manage complex, multi-faceted operational processes and ability to coach, motivate, and develop team members to deliver optimum performance. Computer proficiency in Microsoft Word, Excel, and Outlook. Understands how to develop and implement business strategies. Ability to interpret and create policies, procedures, and manuals. Excellent customer service skills. Proficient in time management; the ability to organize and manage multiple priorities. Ability to take initiative and effectively adapt to changes. Recognizes an emergency situation and takes appropriate action. Able to establish and maintain a cooperative working relation. Ability to interpret and create spreadsheets. Able to use sound judgment; work independently, with minimal supervision. Strong analytical and problem solving skills. Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes. Competent in public speaking. Performs well with frequent interruptions and/or distractions. Basic math skills.

Keywords: Diamond Resorts, Orlando , Reservations Training and Communications Specialist, Hospitality & Tourism , Orlando, Florida

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