Summary/Objective: The Operations Center team provides 24 hour coordination and execution of client crew accommodation requests. In coordination with other departments, the On-Site Operations Supervisor ensures that the On-Site Operations Center team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers.
The On-Site Operations Supervisor is responsible for the overall maintenance and supervision of the On-Site Operations Centre assuring that all client crew accommodations are satisfied to the proper level of the Service Level Agreement (SLA) to the assigned client.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Supervises the Airline Support Specialists activities to ensure efficient and effective customer service.Support while assuring all hotel and transportation requests are properly acted upon.Monitors and oversees the timely execution of various department activities including workload queues, group email accounts, and faxes to ensure effective client service support.Establishes and maintains effective communication with client functional departments to ensure client expectations are being met.Monitors and enforces quality expectations by reviewing, coaching, and counseling Airline Support Specialists on their phone customer service.Assists in the development of training programs to meet ongoing client service requirements by identifying and coordinating training needs.Engage and motivate Airline Support Specialists.Provide Airline Support Specialists with statistical feedback.Provide corrective feedback to Airline Support Specialists as necessary.Resolves operational issues caused by unconventional and/or complex client requirements and evaluates overall impact of delays to actionable requests on the current day's operation.Maintains a chronological shift log for recording key data for actionable requests which may require management resolution.Monitors processes to improve quality results by recommending changes.Monitors and ensures completion of reports as required by API policy.Collaborates with other department groups to resolve problems.Monitors and controls departmental expenditures for ad hoc utilization due to errors, discrepancies, or other actionable challenges.Reviews, monitors, and alleviates discrepancies within API system.Build and maintain business relationship with clients by mitigating challenges.Other duties as assigned to assist Accommodations Plus International in achieving its operational goals and objectives.Competencies: Customer focus, objectivity, and dependability.The ability to use careful, measured judgment and decision making.Critical thinking abilities.Managing, motivating, developing, and directing people in their work to best achieve common organizational goals.Superior communication skills.Able to identify problems, their sources, and their potential solutions.Strong working knowledge of one's field or discipline.Must be an individual who is able to build relationships between individuals and within the department.Position Type and Expected Hours of Work: This is a full-time position with flexibility to work evenings, weekends, and holidays based on business needs.
Required Education and Experience: Experience in the travel industry and working closely with hotels is preferred.Strong Microsoft Office computer skills with emphasis on Excel.Customer service and client relationship background a strong plus.AAP/EEO Statement: Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
Other Duties: Duties, responsibilities, and activities may change at any time according to business needs.
Work Environment: This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.
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