Job Description

As the head of Travel Services, you'll provide vision, leadership, and strategic direction to develop and implement products, services, and initiatives for Atlantis Paradise Vacations (APV) that will positively differentiate the company's position and value in the travel industry.

This role is your opportunity to lead the planning and implementation of the Contact Center sales strategy for the legendary Atlantis Paradise Island. Your day will include multi-operational challenges relying on deep expertise, an entrepreneurial spirit, excellent communications skills, and a genuine inquisitiveness to achieve company sales and revenue targets. You'll establish trusted external partnerships and relationships with decision-makers to get the job done, including working in our non-political, collaborative team environment.

Our team is dedicated to ensuring our guests' high expectations are met, beginning with a seamless, uncomplicated path to purchase, driving conversions, customer satisfaction, and profitability.

Relationships

This role is a leadership position on the Revenue Team, reporting to the Chief Marketing Officer. Building solid relationships with the Executive Director, Contact Center Operations, SVP of Revenue Management, SVP of Sales, VP of Revenue Management, and VP of Leisure Sales is critical to achieving the department's goals and those of the overall Atlantis mission.

Responsibilities

• Oversee the end-to-end Sales strategy of Atlantis Paradise Vacations (APV), Including Contact Center outbound sales operations, inbound sales, product development, supplier relations and negotiations, partner/sponsor relations, Luxury Care services desk sales, casino air and fulfillment support, charter program design and operations, and tour desk product development and sales
• Develop, design, and implement strategy and tactics to continuously improve call center key performance indicators that improve the guest experience
• Utilize expert knowledge of call center operations to evaluate the most effective and efficient process flows, applicable system automation, telephony automation while implementing consistency in all policies and procedures
• Improve guest satisfaction scores and process efficiency by deploying the latest call center technology and process improvement initiatives
• Apply expertise and high-level creativity to develop agent retention plans and incentive campaigns
• Ensure a proficient quality assurance process and team conduct call listening and coaching sessions with team members to improve quality and drive compliance and operational efficiency
• Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs, and properly accounting for expenses to meet requirements and achieve fiscal responsibility
• Create, guide, and shape all appropriate call center service, policy retention, and quality metrics for all products while meeting service level agreement objectives
• Respond to market conditions and business cycles by maintaining awareness of the internal and external environments to maximize sales results; ensure call center is adequately staffed and trained
• Work with Marketing, Sales, Revenue Management, Casino, Marine Water Park Operations, and other property operations teams to facilitate the successful execution of customer initiatives and design new, innovative ways to capture a larger share of wallet
• Handle all supplier negotiations, including airlines/charter, DMC's, Travel Agent organizations, and other 3rd party travel providers booked through APV
• Work with Marketing, Sales, Revenue Management, Data Analytics, and Casino to develop and implement a customer valuation strategy and systematic implementation through all direct Contact Center channels
• Continue to evolve existing health and safety protocols for all aspects of APV operations

Required Qualifications

• 10-12 years of contact center industry experience operating a high-volume contact center
• 8-10 years performing as a Sr. Contact Center Manager
• Comprehensive knowledge of multi-channel contact center operations, continuous improvement concepts, procedures, processes, best practices, and industry trends

Preferred Qualifications

• A dynamic, innovative travel services operator with 10 or more years of experience and a record of professional accomplishment, preferably in the Travel, Hospitality or Entertainment Industry
• Extensive experience operating a customer contact center for travel services with technical, functional, and organizational knowledge and skills to execute on a new vision for an existing tour operation, including work from home (WFH)
• Sound understanding of hotel/resort operations, including rooms, food and beverage, resort environment, and group meeting/conference space and activities
• Grasp data and information from various sources and incorporate them into broad-based, strategic, leading-edge digital, and tactical customer contact initiatives
• Strong, established relationships with airlines, DMC's, Travel Agent organizations, OTA's, cruise lines, and other 3rd party travel providers and destination tourism board

About the property:  

Atlantis Paradise Island, a lush, oceanside resort located on Paradise Island in the Bahamas, is a dynamic destination and offers visitors bold multimillion-dollar renovations, exciting new partnerships, and reimagined guest experiences. Bahamian culture and the spirit of its beloved team members are the heart and soul of this iconic legendary resort. Atlantis’ immersive programming connects guests to the rich history, art, people, food, and festivities of the Bahamas while remaining dedicated to sustainability and environmental conservation.

Home to Aquaventure, one of the world’s largest waterparks, the 141-acre waterscape of thrilling slides and river rides features 14 pools and five miles of white sand beaches. Atlantis is also home to the largest open-air marine habitat in the world, with over 65,000 aquatic animals from 250 species making their home in natural ocean-fed lagoons and habitats, including Dolphin Cay, the unparalleled marine animal conservation and education center created to provide guests with a once-in-a-lifetime opportunity to learn more about some of nature’s most fascinating mammals.

Atlantis has five unique lodging options: the grand, iconic newly renovated towers of The Royal, the family-friendly ambiance at The Coral, water-side villas at Harborside Resort, all-suite luxury accommodations at The Cove and residential-style living at The Reef.

Guests can choose from an impressive collection of over 40 restaurants, bars, and lounges with celebrity chef culinary masterpieces, including Fish by José Andrés, Nobu by Nobu Matsuhisa, and Paranza by Michael White. With its unrivaled meeting and convention space and the well-appointed Atlantis Marina overlooking Marina Village, the Atlantis experiences are endless and unique to each traveler. Additional resort amenities include the tranquil Mandara Spa, a newly opened tennis and pickleball center, indoor and outdoor regulation basketball courts, a 500-seat movie theater, Atlantis Kids Adventures (AKA) for children ages 3-12, a gaming arcade, CRUSH- a teen nightclub, Jokers Wild comedy club, an award-winning 18-hole golf course designed by Tom Weiskopf, the renowned and newly redesigned Atlantis Casino, and an array of luxury and boutique duty-free shopping.

For more information and reservations, please visit atlantisbahamas.com

Job Tags

Similar Jobs