This position reports to the Hotel Reservations Manager and is responsible for training and supervising team members to ensure daily, weekly & monthly goals are achieved. The role will primarily focus on the development and success of our Reservation Agents. The right fit will have the ability to easily understand the needs of employees and teach them how to pitch experience enhancements which improve customer satisfaction and sales potential. As the preferred candidate for this role, one must enjoy working in a fast‑pace, high energy contact center and have prior leadership experience.
This position is not a remote position.
Essential Functions
- Supervises the day-to-day operations of the Hotel/Sales Reservation team.
- Hosts weekly meetings with team members to address performance and celebrate success.
- Provides new ideas and techniques to encourage sales opportunities for goal attainment.
- Understands the essential functions of the department and is able to train other team members on the operating systems including booking engines, credit card processing, Live Person (chat)



and other systems.
- Recognizes and recommends operational and procedural improvements.
- Monitors performance of staff according to the established QA guidelines.
- Assists in making hiring decisions and conducts performance evaluations.
- Serves as the first line leader and must be accessible to assist Agents to effectively handle calls.
- Strives towards monthly revenue goals as set by Management.
- Creates processes and manages procedures for consistent expectations.
- Responsible for the Progressive Discipline process management.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Updates job knowledge by participating and seeking educational and training opportunities.
- Participates in company meetings.
- Works entire assigned shift, demonstrates work schedule flexibility an

📌 Hotel Reservations Assistant Manager (Jalisco)
🏢 ResortCom
📍 Jalisco