Senior Activations Leader

Managing, delegating, assisting, and communicating 'live' verification for bookings submitted from Package/Day Teams. Manage activation team to assist good verification.

Responsible for all slot allocations and schedules regardless of differences in dates, times or zones. Manage activation team for slot allocation and schedules while balancing multi language channels in accordance with wave management requirements.

Perform Quality Assurance checks during verification calls to eliminate incident reports.

Liaise with brokers through calls/ emails for any bookings submitted and maintain good log record for them. Manage activation team to control quality broker bookings

Daily duties include handling customer service hotline for hotel reservations or enquiries for non-members and assist to resolve any complaints. Manage activation team for handling for reservation and assist to resolve any complaints.

Invite guests to attend a personal preview of our Sales Gallery in Bali and throughout the Region or other required locations or to offer them a discounted holiday package or activate/verify open packages. Manage activation team to look after guest attend preview of our sales gallery if and where needed.

Manage, coach, assist to overcome potential owner objections while maintaining a polite and enthusiastic demeanor.

Encourage guests or callers to purchase or schedule preview package sales/tours.

Manage, delegate, and assist in checking the availability of accommodations and dates, including finding alternative dates or options if first choice is not available.

Answer guest questions about property facilities/services.

Manage to maintain an awareness of current events (e.g., news, sports, pop-culture) and information on locations to support to Customer Service focus.

Manage, delegate, support with the development and mentoring of other Marketing Team members as requested.

Manage, delegate, perform other duties as assigned.

Assist Senior Management in the budgeting of premiums used by the Activations Team.

Manage Activations Team’s Bookings and Budgets for all inbound & TNR Programs throughout the Region or other required locations.

Daily, weekly, monthly meetings with Senior Call Center Leader and all Call Center associates to ensure all processes and communications are aligned at all times. Senior Activations Leader interacts directly with all Call Center associates.

Perform trainings with Call Center Team Leaders and Call Center Telemarketer on a regular weekly / monthly basis to ensure that best practices are followed and aligned.

Senior Activations Leader will support with management of Call Center operations and team as needed.

Key Performance Indicators (Note that specific targets may vary accordingly to current business strategy):

Associate will be monitored on Activations Team effort once a quarter and must achieve 90% proficiency.

Associate must not fall below 85% gross book to show rate in a given period.

Activator Team productivity should not fall below other standards as defined by management.

Manage, delegate, assist verify all packages sold by the Australian CC, Singapore CC, HK CC, Brokers or other required locations.

Manage, delegate, assist all administrative process of packages where applicable.

Manage, delegate, assist to Targets by Team activating current open dated pipeline of packages into available dates and tour slots throughout the Region or other required locations.

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