On-Site Operations Supervisor

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 On-Site 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 On-Site 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 On-Site Support Specialists.
• Provide On-Site Support Specialists with statistical feedback.
• Provide corrective feedback to On-Site 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; (Weighing the costs and benefits of a potential action; using discretion).
• Critical Thinking Abilities: (Using logic and analysis to determine strengths and weaknesses of a variety of solutions).
• Managing, Motivating, Developing, and Directing people in their work to best achieve common organizational goals.
• Superior Communication Skills: Must be comfortable engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong active listening skills.
• Able to Identify Problems, their Sources, and their Potential Solutions while continuing to successfully conduct day-to day operations without interruption.
• Strong working knowledge of one’s Field or Discipline in which they find themselves engaged daily. Becoming fully aware and informed of current trends, developments, and changes in the sub-industry is critical for this.
• 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.
Good Faith Compensation Rate
This is a hourly, non-exempt role. The hourly rate for this position is $27/hr. 
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. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Other Duties
Duties, responsibilities and activities may change at any time according to business needs.