Central Reservation Operations Manager
$55,000–$70,000 year
On-site · Honolulu, Hawaii, United States
Job Summary
Oversee daily operations of call center agents and group coordinators, ensuring adherence to productivity and quality standards. Provide leadership and performance management, conducting meetings and aligning staff goals. Identify automation opportunities for improved efficiency and lead process modernization efforts. Manage customer service recovery and resolve complaints. Support group reservations functions, overseeing costing, contract preparation, and vendor negotiations. Requires a high school diploma, strong leadership experience, and proficiency in Microsoft Office.
Required Qualifications
- High School Diploma or equivalent required
- Minimum 5–10 years of call center, reservations, or customer service experience
- Minimum 5 years in a leadership or supervisory role
- Strong experience managing teams in a fast-paced, high-volume environment
- Strong computer proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Excellent verbal and written communication skills
- Highly organized with the ability to prioritize and multitask effectively
- Strong analytical and problem-solving skills
- Ability to interact professionally with all levels of management, including executives
- Flexible schedule including weekends, evenings, and holidays as needed
- Strong leadership qualities with the ability to motivate, develop, and retain staff
Desired Qualifications
- Demonstrated interest in automation, technology, and process improvement
- Experience implementing or working with CRM/reservation systems
- Automation tools
- AI-assisted customer service platforms
Additional Requirements
- Strong knowledge of Hawaii travel industry and geography preferred
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