About the Company

Trinity Resort Services is a leading company in the hospitality industry, committed to delivering exceptional experiences to its clients and fostering a collaborative and enriching work environment for its employees. Location: This position is based in Mexico City.

Job Description

We are seeking an experienced and motivated Reservations Supervisor to lead the day-to-day operations of our Mexico-based call center reservations team. This role is responsible for ensuring service quality, team performance (Call Center Metrics, Accuracy and Sales), agent support and Reservations related administrative task while working closely with U.S. leadership to align with business goals and customer service standards.

Job Requirements?

• 3+ years experience in a customer service or reservations call center, with at least 1 year in a supervisory or team lead role.
• Experience in the travel, tourism, or hospitality industry is strongly preferred.
• Bilingual in Spanish and English (spoken and written) is required.
• Strong organizational and coaching skills.
• Familiarity with CRM and booking platforms; tech-savvy and quick learner.
• High emotional intelligence and the ability to manage people and performance under pressure.
• Sales experience

Work Conditions:

• Full-time, on-site role in Mexico.
• Monday through Saturday.

Key Responsibilities:

Team Leadership & Support:

• Supervise and support reservations agents, ensuring adherence to schedules, scripts, and service protocols.
• Serve as the first line of support for agent questions, escalations, and real-time problem-solving.
• Foster a positive and performance-oriented team culture.
• Sales results oriented
• Manage operations and administrative reservations tasks.

Training & Development:

• Conduct onboarding and refresher training sessions for new and existing agents.
• Monitor performance metrics and coach team members to meet or exceed KPIs.
• Identify knowledge gaps and recommend improvements to training materials and tools.

Quality Assurance & Reporting:

• Monitor live and recorded calls for quality, professionalism, and accuracy.
• Prepare daily/weekly performance reports for upper management.
• Ensure agents are meeting booking goals, conversion targets, and service SLAs.

Communication & Collaboration:

• Act as a communication bridge between the Mexico team and U.S. leadership.
• Participate in regular meetings with corporate management to provide feedback and implement updates.
• Help roll out new promotions, campaigns, and operational changes.

What We Offer:

• Competitive salary package
• Opportunities for growth and leadership development
• Collaborative, mission-driven environment