Coach, Trade Sales
Royal Caribbean Group
full-time
Posted on:
Location Type: Office
Location: United States
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About the role
- Coach Reservations specialists to assess their sales and service ability needs to maximize sales conversion rate, deliver accurate resolution, caller satisfaction, and ability to manage their calls effectively
- Design and develop training needs, as well as create a training focused culture that is consistent across the team
- Ensure all staff receives ongoing sales and product/system trainings related to the business KPIs and provides constant follow up thereafter
- Evaluate skill sets and knowledge of the reservations team; provide feedback and documentation to develop performance improvement plans
- Communicate and interact effectively with decision makers, at all levels internally and externally
- Adhere to all company policies, procedures and business ethics codes
- Other duties as assigned by Manager
Requirements
- Strong knowledge of the sales and service processes
- Ability to engage and connect positively with each team member
- Ability to multitask effectively and ensure that all tasks are completed with full certainty and accuracy
- Excellent customer service skills to assist and handle guest escalations
- Ability to motivate a team to specified targets
- Ability to read, process, and understand various reports to analyze team member performance across goals and targets set forth by management
- Ability to effectively coach and remediate team members who are not meeting targets and/or KPIs determined by leadership
- Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
- Maintain professional internal and external relationships that meet company core values.
- Work both in a small local team and within a larger global team in a highly motivated, competitive environment toward a common goal.
- Proactively establish and maintain effective working team relationships with all support departments.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
sales processesservice processesperformance improvement planstraining developmentKPI analysiscustomer serviceescalation handlingreport analysiscoachingmultitasking
Soft Skills
team motivationeffective communicationrelationship buildingtrust buildingcollaborationproblem solvinginnovationintegritycustomer focusexecution