Apolis · 3 weeks ago
Senior Manager – Guest Services
United States
Full-time
Remote
Senior Level
$65/hr - $70/hrApolis is seeking an experienced Senior Manager – Guest Services to lead a high-performing reservations and customer service team in a fast-paced call center environment. This role involves overseeing supervisors and customer service specialists, driving operational excellence, and enhancing the customer experience.
ConsultingEnterprise SoftwareInformation TechnologyCloud ComputingAppsSoftwareEnterprise ApplicationsEnterprise Resource Planning (ERP)IT InfrastructureIT ManagementMobileWeb Hosting
Responsibilities
Lead, mentor, and manage supervisors and customer service specialists to achieve performance goals and deliver exceptional customer experiences
Develop and implement strategies to maximize reservations, sales performance, and operational efficiency
Monitor key call center metrics and identify opportunities for process improvements
Collaborate with cross-functional teams including Finance, Revenue, Sales, Marketing, Operations, Human Resources, and Technology
Review and manage reservations, booking modifications, cancellations, pricing, and related operational activities
Partner with technology teams to improve reservation platforms, customer service systems, and operational tools
Support recruitment activities, including candidate screening, interviews, onboarding, and employee development
Lead operational planning and execution for itinerary or service changes while ensuring clear communication and customer satisfaction
Conduct performance evaluations, coaching sessions, and career development planning for team members
Manage employee relations in partnership with Human Resources
Oversee workforce scheduling, attendance, and payroll approvals
Prepare and analyze operational reports related to reservations, sales performance, customer service metrics, and business trends
Ensure compliance with organizational policies, procedures, and regulatory requirements
Qualification
Required
Bachelor's degree in Business Administration, Hospitality, Management, or a related field
Proven experience leading customer service, reservations, or contact center operations
Strong leadership and people management experience with the ability to coach and develop high-performing teams
Experience managing customer service KPIs, operational metrics, and service delivery
Excellent communication, interpersonal, and stakeholder management skills
Strong analytical, organizational, and problem-solving abilities
Experience working with reservation systems, CRM platforms, or customer service technologies
Ability to manage multiple priorities in a fast-paced, customer-focused environment
Preferred
Experience within the hospitality, travel, tourism, or cruise industry
Knowledge of workforce management, scheduling, and payroll processes
Experience with process improvement and operational excellence initiatives
Familiarity with customer service technologies, reporting tools, and contact center platforms
Strong project coordination and cross-functional collaboration skills
Demonstrated ability to lead organizational change and continuous improvement initiatives
Company
Apolis
Apolis is a IT consultancy that offers provides ERP solutions, hosting, assessment, web and mobile, IT staffing and IT workforce solutions.
Founded in 1996
501-1000 employees
H1B Sponsorship
Apolis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
6%
Represents job field similar to this job
Management and Executive
Engineering and Development
Trends of Total Sponsorships
*2023 (15)
2022 (15)
2021 (12)
2020 (122)
Funding
Current Stage
Late StageLeadership Team
Amar Shokeen
President/ CEO
Rita Shokeen
COO
Company data provided by crunchbase