Australia Reservations Supervisor – Hybrid Santa Clarita, CA

We’re looking for an amazing Australia Reservations Supervisor to join Cunard. Cunard is one of the oldest and most famous ocean liners in the world. You’ll be responsible for overseeing and developing the Reservations team specifically supporting Cunard Australia. This role ensures that exceptional service is provided to travel advisors, field sales teams, and direct guests within the Australian market. The Supervisor provides consistent coaching through scheduled one-on-ones, contact evaluations, group discussions, and scenario calibrations, focusing on resolving issues and maintaining service consistency. This position works closely with the Manager and Director of Contact Center Sales to achieve departmental goals aligned with Cunard Australia's needs. Additional responsibilities include hiring and onboarding new employees, developing coaching resources, administering corrective actions, and leading special projects, all while focusing on continuous improvement to meet the unique demands of the Australian market. 
 
Here’s a summary of what Cunard is looking for in its Australia Reservations Supervisor. Is this you? 

 
Responsibilities 

• Acts as a help desk resource to agents during business hours. 

• Conducts alternative coaching and related activities, such as: live monitoring of interactions, review of work completed by the team, holding calibration sessions, conducting focus groups and feedback sessions, self-education, and research of new coaching techniques.  

• Develops and implements detailed plans for the team to reach and surpass daily and monthly goals. Provides performance snapshots as established and requested by the Manager, Contact Center Sales. Produces a quarterly outline of performance and growth, both as a team and as individuals, and identifies successes and opportunities while establishing strategies for the upcoming quarter. Develops and implements contests, awards, and department themes.  

• Organizes and conducts weekly team meetings. These should include a review of the past week’s events including statistics, team results and industry news, communication of new product, policy and company information, discussion of upcoming promotions and campaigns, recognition of team members, and preparation for the upcoming week. The Supervisor will also hold additional ad hoc huddles should business needs arise.  

• Meets with other stakeholders when possible to discuss team efforts and issues  

• The Supervisor identifies knowledge gaps and team opportunities and conducts team training of the department as appropriate.  

• Submits and manages IT requests for the department, including onboarding of new team members. Serves as subject matter expert and department representative for new IT initiative and system updates. Maintains contact information for agents & manages department directory.  

• Provides operational coverage and backup for the department as needed. Other departmental projects and duties as required. 

 

PLEASE NOTE:  This position will be hybrid-based in Santa Clarita, CA.  The training will be in-office Monday through Friday 8 AM – 5 PM PT.  After training, the role will transition to a work schedule of Sunday to Thursday 3 PM – 12 AM PT.  This role requires coming into the office once a week for meetings.  Besides the meeting, all other work will be done remotely. 

 

Requirements   

• A minimum of three or more years of direct experience successfully working in Sales and Customer Service. Three or more years of leading and developing a team, marketing, sales, or customer service experience within the hospitality industry preferred. 

• Demonstrated leadership skills, such as influencing and motivating others to achieve department goals.  

• Well versed in use of integrated coaching strategies to provide real time observations in order to provide in-the-moment coaching to specialists to make the most out of every interaction.  

• Strong verbal, interpersonal and communication skills. Demonstrated ability to effectively communicate with management and travel partners in multiple locations of the business.  

• Strong organizational and prioritization skills, the ability to handle multiple tasks and demonstrated strong work ethic.  

• Ability to effectively manage and resolve escalated issues and communicate complex information.  

• Proficient in supporting virtual teams and experience with virtual collaborative tools  

• Strong analytical and problem-solving skills. 

• Demonstrated ability to be flexible to changing priorities. Ability to generate reports, graphs, and business corr