• Reservations Support Lead - Central Reservations

    Location US-AZ-Phoenix
    Posted Date 5 days ago(6/14/2019 11:55 AM)
    Customer Service
    Employment Type
  • Overview

    About Aramark
    Aramark (NYSE: ARMK) proudly serves Fortune 500 companies, world champion sports teams, state-of-the-art healthcare providers, the world’s leading educational institutions, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world.  Our 270,000 team members deliver experiences that enrich and nourish millions of lives every day through innovative services in food, facilities management and uniforms. We operate our business with social responsibility, focusing on initiatives that support our diverse workforce, advance consumer health and wellness, protect our environment, and strengthen our communities.  Aramark is recognized as one of the World’s Most Admired Companies by FORTUNE, as well as an employer of choice by the Human Rights Campaign and DiversityInc. Learn more at www.aramark.com or connect with us on Facebook and Twitter.



    Position Summary:

    This position is responsible for providing the highest level of support to APD’s internal and external customers. Reservations Support Leads are the first line of escalation in the contact center, providing assistance to less seasoned reservation agents who have general questions or require a Supervisor on duty to resolve complex guest issues. Reservations Support Leads are considered experts on APD’s properties, systems, policies and procedures, and are the main POCs for property field leaders who require assistance from Central Reservations personnel. This position is a stepping stone into a position as a Reservations Sales Supervisor. Reservations Support Leads handle the day-to-day questions and troubleshooting so Supervisors can focus on performance management, and may be selected to act in the capacity of an interim supervisor during peak seasonal staffing when additional supervisor assistance is required. Reservations Support Leads also provide ongoing overflow multi-channel support (inbound phone, live chat, e-mail and fax) during times of peak contact volume.
    Essential Functions:
    • Provides assistance to less seasoned reservation agents who have general questions or require a Supervisor on duty to resolve complex guest issues;
    • Acts as a product expert on APD’s properties, systems, policies and procedures; assists Training with classroom facilitation during new hire training when necessary;
    • Aids in communicating property, system, policy, and procedure updates to sales floor;
    • Acts as a main POC for property field leaders to ensure the needs of all guests are satisfactorily met; utilizes sound judgment to provide win-win solutions when handling the most highly escalated situations;
    • Works collaboratively with Training, IT, Rates & Inventory, and Sales & Marketing to resolve issues, provide feedback and communicate needs that impact sales effectiveness and the guest experience;
    • Handles all off-phone activity in the Central Reservations Office including, but not limited to, Service Recovery, Cancel/Fax paperwork, booking errors, and property voice mails;
    • Provides overflow multi-channel support (inbound phone, live chat, e-mail and fax) during times of peak contact volume.
    • Assists with miscellaneous projects as requested by the leadership team.
    Status and Scope:
    General supervision provided by a Reservations Sales Supervisor.



    • A minimum of two years of experience as an APD Central Reservations Agent required; two years of prior experience in a contact center as a lead agent or supervisor may be substituted in lieu of this experience;
    • Extensive SMS-Host experience (reservations system) and product knowledge of APD’s properties, policies and procedures is required;  
    • Excellent problem solving, complaint resolution and negotiation skills;
    • High level of attention to detail; able to respond to customer inquiries carefully and completely;
    • Must demonstrate self-motivation and initiative by taking ownership to resolve issues and complete assignments with minimal direction from others; 
    • Can learn quickly and adapt to change in a fast-paced, high performance driven culture;
    • Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear and comprehensive manner;
    • Demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality;
    • Outstanding keyboarding/typing and computer skills; must be browser proficient and possess the ability to multi-task by handling simultaneous things at once; 
    • Demonstrate exceptional habits of dependability and attendance;
    • Have high school diploma or GED equivalent;
    • Must have schedule flexibility to work between the hours of 6a-9p, 7 days a week including major holidays.
    Equipment Used:
    Photocopier, telephone, calculator, personal computer, printer.
    Travel Requirements:
    Little or No Travel (>10%)
    Lifting Requirements: 
    SEDENTARY - Lifting up to 10 pounds maximum and occasionally lifting and/or carrying small items (files, manuals, binders)
    Physical Requirements:           BENDING                     NOT REQUIRED
                                                    KEYING/FINGERING     CONSTANT
                                                    HEARING                      CONSTANT
                                                    REACHING                   NOT REQUIRED
                                                    SEEING                        CONSTANT
                                                    SPEAKING                   CONSTANT
                                                    STANDING                    NOT REQUIRED
                                                    WALKING                     NOT REQUIRED
                                                    LIFTING                        NOT REQUIRED



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