EMEA & APAC Reservations Supervisor

We’re hiring: EMEA & APAC Reservations Supervisor, Based in Madrid. At Aqua Expeditions, we are passionate about providing exceptional levels of service to our guests. We take pride in pampering our guests and ensuring that their time with us creates a trip of a lifetime. The Aqua experience is carefully curated by a team of talented individuals — from onboard crew to reservations staff — who work behind the scenes to guarantee smooth sailing. We are always on the lookout for new team players who share our passion and expertise, to ensure a world-class travel experience. If this sounds like you, apply now and be part of our extraordinary voyage OUR VISION: To create and deliver unique and authentic once-in-a-lifetime experiences so that our guests can have enriching memories to cherish for a lifetime. OUR MISSION: Aqua Expeditions offers customized luxury travel experiences aboard vessels of elegant, contemporary design, centered around immersive culture and wildlife excursions unique to each location, award-winning cuisine by renowned chefs, personalized guest service, and a commitment to community, sustainability and preservation. 4 CORE VALUES: A: We value AUTHENTICITY, believing in the unique talents of each individual and the importance of integrity. Q: We aim for QUALITY, emphasizing a service-oriented approach and shared knowledge. U: We believe in UNITY, and prioritize effective teamwork. A: We hold deep ADMIRATION and respect for our environment, collaborating closely with local communities to foster responsible practices that protect and conserve nature. Sounds great – what’s the role in a nutshell? The Reservations Supervisor is responsible for overseeing the daily operations of the reservations team, ensuring the efficient handling of client inquiries and bookings. This role ensures that all client interactions are seamless and that the team delivers exceptional customer service aligned with Aqua Expeditions’ high standards. The Reservations Supervisor also supports the development and implementation of procedures to optimize workflow, improve performance, and increase sales. Your passion is: Team Supervision: Lead and supervise the global reservations team, providing guidance, training, and support as needed. Ensure team members meet performance metrics, such as response times, booking accuracy within systems (Resco and Zoho), and customer satisfaction. Conduct regular performance evaluations and provide feedback to team members for continuous improvement. Schedule shifts and manage daily staffing to ensure adequate coverage across all time zones. Reservation Supervision: Oversee the processing of all reservations, modifications, and cancellations in a timely and accurate manner. Ensure that all guest inquiries and bookings are handled according to Aqua Expeditions’ standards and procedures. Assist with high-priority or complex booking requests and issues, providing hands-on support when needed. Monitor and manage booking systems to ensure availability and accurate data entry. Management of Charter Requests worldwide Customer Experience: Maintain a high level of customer service across the team, ensuring guests receive personalized and professional experience from the first point of contact to their departure. Handle escalated client issues, ensuring prompt and satisfactory resolutions. Monitor calls to ensure Aqua Phone Etiquette procedures are followed. Collaboration with Sales/Inside Sales/Marketing/CRM: Work closely with the Sales Managers/Marketing team to ensure alignment in promotions, offers, and other sales initiatives. Communicate effectively with Trade Executives and Expedition Consultants regarding any client-specific needs or special requests. Ensure all initiatives set forth by above departments are followed accordingly. Reporting & Analysis: Generate and analyze reservations reports into Zoho to provide insights into the Res Team Performance. Monitor key performance indicators (KPIs) and adjust strategies as necessary to meet or exceed targets. Training & Development: Develop and implement training programs for new team members and ongoing skill development for existing staff. Administrative Responsibilities: Ensure accurate and timely submission of all required documentation, including daily reports, sales tracking, and client feedback. Maintain up-to-date records of all bookings, cancellations, and modifications in the booking system. Coordinate with the IT team to resolve any system-related issues impacting reservations. Liaise with the Accounting team in reconciliation of payments. Create and elaborate procedures. What are we looking for? Bachelor’s degree in Tourism. Minimum 5 years of experience in guest relations, reservations, sales, upscale hospitality and travel industry. Why You'll Love Working With Us: Competitive salary and benefits package. Be part of an award-winning, worldwide company at the forefront of technological innovation. Collaborate with a passionate and dedicated team. Make meaningful contributions that drive our company's success. Apply Now and Let's Shape the Future Together Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing Industries Referrals increase your chances of interviewing at Aqua Expeditions by 2x Get notified about new Reservations Supervisor jobs in Madrid, Community of Madrid, Spain. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr