• Provides work force management support to the Contact Center and other assigned Teams. • Balances real time inbound and outbound call and non-call customer contacts, developing forecasts, assessing operational and financial benefits, and impacts of scenarios. • Accountable for real-time monitoring of workforce performance during Contact Center hours of operations. • Alerts management to trends, discrepancies, or issues around changing service levels. • Develops and maintains short term and strategic forecasts/capacity plans for inbound/outbound contact and non-call work volumes and staffing requirements based on historical trends and business growth objectives.

Role Description A Reservation Representative is responsible for assisting customers with booking, modifying, and canceling reservations while delivering exceptional customer service. The role involves: - Responding to phone calls, emails, and online inquiries. - Maintaining accurate reservation records. - Ensuring customer satisfaction throughout the booking process. Key Responsibilities: - Answer incoming calls, emails, and online reservation requests. - Book, modify, and cancel reservations accurately. - Provide customers with information about services, pricing, availability, and policies. - Process payments and verify customer information. - Maintain accurate reservation records in the booking system. - Resolve customer concerns and complaints professionally. - Coordinate with other departments to ensure smooth guest experiences. - Meet customer service and performance goals. Qualifications - High school diploma or equivalent. - Previous customer service or reservations experience preferred. - Strong verbal and written communication skills. - Excellent organizational and multitasking abilities. - Proficiency with computers and reservation software. - Ability to work flexible hours, including weekends and holidays. Requirements - Customer service excellence. - Communication and interpersonal skills. - Attention to detail. - Problem-solving. - Time management. - Computer proficiency. - Ability to work in a fast-paced environment. Work Environment Reservation Representatives typically work in hotels, resorts, airlines, travel agencies, call centers, or other hospitality-related businesses. The position may require evening, weekend, or holiday shifts depending on business needs. Company Description HWV Hospitality Services Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

• Lead the onboarding and training of all new SDR hires in a BPO/call center sales environment • Design, develop, and continuously improve sales training and enablement programs, including onboarding, product knowledge, sales methodology, and performance improvement modules • Create structured work modules and training content within an LMS platform • Manage, coach, and mentor SDRs and team leads to drive performance, quality, and consistency • Build, manage, and maintain lead lists in collaboration with sales and operations teams • Ensure SDRs are trained on lead management, outreach sequencing, and CRM best practices • Partner with sales leadership to align training programs with performance goals and KPIs • Implement and optimize operational processes, workflows, and sales enablement automations • Monitor SDR performance metrics and provide targeted coaching and retraining as needed • Serve as a subject matter expert on sales development best practices within a BPO environment

Role Description This role supports guests and travel advisors throughout the booking process, from planning itineraries to handling service requests, including booking modifications for the Australia and New Zealand market. Through the established sales process, attempts to convert sales calls into cruise bookings, upsell staterooms and offer pre-cruise add-ons that will enhance the guests' holiday. Service incoming calls that are technical in nature pertaining to the company's websites and self-service bookings and creates service cases when issues arise that require IT intervention. - Handles incoming calls relating to guests and travel advisors experiencing technical issues with Carnival website, Travel Agent Portal (GOCCL), Funshops, Online Check-in and all Pre-Sale portals. - Handles incoming service calls from guests and travel advisors throughout the booking process until the departure date, providing support for any changes or updates needed. - Troubleshoot user-facing technical issues and escalate to IT via opening service case to troubleshoot escalations. - Provide guidance on how to navigate cruise manager and complete presale transactions. - Handle incoming calls to service fun shop inquiries, process fun shop orders and gift orders over the phone. - Actively participate in on-going feedback and coaching sessions from the Quality Assurance, Coach, as well as contribute to team meetings and participate in on-going training. - Answer any shore excursion questions that aren’t listed online like ticket availability, excursion distances, etc. and compare options based on guest preferences. - Guide travel advisors through all Goccl functions including but not limited to creating profiles online, educating on resources available, creating and servicing individual and group bookings. - Handle incoming sales calls from direct consumers interested in booking a cruise vacation with the goal of converting the call into a cruise booking and taking excellent notes to submit future leads for the outbound team on calls that do not result in a booking. - Collaborate with internal departments and the Australia office team to achieve shared goals effectively. Qualifications - A Bachelor's degree in Business Management or Hospitality related courses. - With at least 2 years of customer service experience in hospitality or contact center industry. Shipboard experience is a plus but not required. - Must be knowledgeable of Microsoft office products. - Must be amenable to work in AEST. Company Description