Reservations Specialist Team Lead

What We Need

Corpay is currently looking to hire a Team Lead within our Lodging division. This position falls under our CLC line of business and is in Lexington, KY. In this role, you will lead and manage the daily activities of a Reservation team. You will report directly to the Operations Manager and regularly collaborate with other teams and departments.

How We Work

As Weekend Team Lead, you will be expected to work in an office environment. Corpay will set you up for success by providing:

• Assigned workspace in Lexington, KY
• Company-issued equipment
• Formal, hands-on training
• Schedule is Saturday-Wednesday from 2 pm-11 pm

Role Responsibilities

The responsibilities of the role will include:

• Coordinating work activity of the production representatives, ensuring superior customer service
• Conducting regular meetings, coaching, and feedback sessions with direct reports; regularly monitoring performance and tracking key individual metrics
• Monitoring all interactions that affect client relationships:
• Answering calls, intake, and processing requests, making reservations, following up on client messages relating to the production reps, consulting activities, and basic negotiation
• Resolving all client and hotel calls regarding extensions, early departures, or changes to a reservation
• Conducting appropriate client communications as needed
• Ensuring clients’ issues related to production reps are addressed and resolved in a timely and effective manner.
• Promoting accuracy and quality in service via spot-checking requests and reservations about client guidelines
• Conducting quality call monitoring as needed
• Ensuring due times are met.
• Assisting in producing and analyzing relevant statistics, including identifying trends and insights
• Ensuring staff achieves targeted metrics via coaching, developing, and disciplining.
• Collaborating with Learning & Development to ensure all staff are appropriately trained.
• Participating in and/or coordinating projects, workgroups, and events within the team and across CLC
• Assisting with an overflow of work as needed
• Monitoring workflow daily

Qualifications & Skills

• High School Diploma or GED
• 1-3 years of related supervisory experience
• Demonstrated ability to teach others, work in a team environment, and deliver superior service.
• Demonstrated ability to develop, report, interpret, and act on key metrics.
• Proven problem-solving skills, identifying root causes and solutions through a high level of critical thinking.
• Ability to thrive and excel in a fast-paced environment with changing priorities.
• Demonstrates a positive “can-do” attitude, self-motivated and committed to high workplace standards.
• Proven effective and professional oral and written communication skills with various levels of audience.
• Excellent interpersonal skills
• Working knowledge of Microsoft Word, Excel, Outlook, and the internet
• Must be extremely detail-oriented and organized.
• Prior experience as a subject matter expert for policies and procedures highly desired
• Takes initiative, demonstrates personal responsibility and ownership, and exemplifies what it means to provide the highest level of customer service.

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire.

• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide.
• Robust PTO offerings including major holidays, vacations, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

• Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all qualified applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
• For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEOC and Pay Transparency.