Your company, your values, your career! Coast Hotels is a dynamic and growing brand. Our culture is rooted in our values, leadership accountability, and the growth and development of our Ambassadors. The Team Leader, Central Reservations, contributes to the overall success of Coast Hotels by supporting, motivating and coaching a team of Central Reservations Sales & Service Agents and providing superior customer service and advanced administrative support to Coast Hotels within the Central Reservations department and Coast Unlimited Reservations Services. Responsibilities: Demonstrates and ensures superior customer service levels are consistently achieved and maintained by the team Establishes and communicates clear objectives, targets, and operational quality standards for the team Monitors the quality of work and provides feedback on the degree to which operational standards are met Coaches, develops, mentors, and leads the team using the Coast Hotels Living the Values Program Ensures all team members are adequately trained and will provide resources when needed Ensures timely and satisfactory follow up of guest and ambassador concerns Communicates and creates relationships with Managers and team at each property to ensure we are continuously maximizing our exposure opportunities on their individual sites. Ensures professional and efficient utilization of all systems, in line with company best practices and standard operating procedures. Ensures effective information gathering and review is conducted to identify and maximize on all possible opportunities and minimize any risks. Inputs data into the appropriate database and produces statistics and reports Works with other leaders to ensure business, operational, people & culture and guest & community expectations are achieved Works with the Manager to maximize revenue, manage release dates, rooming lists, report statistics Handles a variety of confidential administrative tasks such as processing guests’ personal information, and handling guest and ambassador concerns Other assignments as required by the Manager, Central Reservations or the Director, Revenue Performance & Distribution Exemplifies Coast’s core values and enjoys working in a culture of accountability Able to work a flexible schedule which includes evenings, weekends and holidays Skills/Knowledge/Experience: Post Secondary School Diploma 2-3 years of related experience, including 2 years’ guest services experience Previous experience in a call centre environment Strong problem resolution skills Strong conflict resolution skills Strong computer literacy including Excel, and Reservation Booking Engines Detail oriented and numerical aptitude Advanced communication, interpersonal, and customer service skills Understands/speaks a different language is an asset Available to work weekdays & weekends Available to work 40 hours a week Work location downtown Vancouver Coast Hotels offers a variety of benefits, including competitive wages & benefits, employee discounts, training & development, career advancement opportunities & more! Coast Hotels is an Equal Opportunity Employer Coast Hotels would like to thank all interested applicants Only those selected for an interview will be contacted NO PLACE LIKE COAST !