EXCELLENCE COACH

At Monster Reservations Group we pride ourselves on providing the best experience possible for our guests, our partners, and, most importantly, our Team Members. With over 15 years in business, we are thrilled to be able to offer competitive pay and a work environment that fosters continued growth and success.

The Excellence Coach is a pivotal member of our organization, playing a crucial role in enhancing our guest experiences and team member skill set. This position demands strong communication skills, advanced understanding of technology, exceptional time management abilities, and the capability to multitask efficiently.

RESPONSIBILITIES:

Monitoring & Coaching: As an Excellence Coach, you will observe both live calls & review recordings to provide immediate feedback on attitude and communication aspects. This will focus on items such as tonality & friendliness, going the extra mile, first-contact resolutions, adhering to both intro & end-of-call scripting, monitoring silence & hold times where the guest is not actively being assisted, amongst other factors. Excellence Dept does not provide direct feedback on things like White Glove Service, how to improve refunds, initial wait times, etc. The focus should be on how to teach team members to use situational awareness to enhance the personalization of every phone call.
Daily Audits: Listen to & assess interactions daily for bonus eligibility, ensuring adherence to company expectations.
Ongoing Tasks and Administrative Responsibilities: In addition to the specific tasks outlined above, you will utilize any remaining time to work on ongoing tasks/projects and other administrative duties as needed. This may include managing schedules, coordinating meetings, maintaining records, or providing support to other team members.
Communication with Leaders: Daily communication with direct supervisor with the intent of daily check-ups, equipping with tools, etc.

REQUIREMENTS:

This is an in-office position only, remote work is not applicable for this position.
Proven experience in a similar role, such as operations coordination, account management, or guest service.
Exceptional communication skills, both written and verbal, with the ability to interact professionally with a diverse range of stakeholders.
Strong organizational and time management skills, with the ability to prioritize tasks effectively and efficiently.
Detail-oriented with a commitment to accuracy and quality.
Ability to work independently and proactively, taking ownership of tasks and responsibilities.
A positive and flexible attitude, with a willingness to assist in a variety of tasks as needed.

salary:

FILL OUT TO APPLY

BENEFITS

Weekly pay
Weekends off
Fun, energetic, fast paced work environment
Growth opportunities
Paid holidays
Paid time off
Travel benefits program
401K with 4% matching
Health / life / dental / vision insurance benefits

TEAM MEMBER REVIEWS

SCOTT R.

"I have been working for Monster since August 2021. This is an amazing place to work. Many places say they work as a team. Here at Monster they really live that mission. Management is there to help you learn and grow. The staff treats you like family. I was told many years ago ""If you love what you do, you will never work a day"" That is how I feel at Monster."

BAILEY W.

"I have been working for Monster since November 2020. I love working here at Monster because I love the community. We are such a big family. A lot of companies say that, but this is the only place I've ever worked where it actually rings true. Monster deeply cares about their team members and always takes care of us. There are so many perks to working here, and the love & care Monster has for its employees is evident!"

RAFA C.

"Monster is the perfect place to work if you're looking for challenging projects and People who are passionate about their jobs. Fun is the priority, we're all about making work fun and exciting!"

APRIL D.

"I've been with Monster for over 2 years now and I absolutely love it! I started in the guest service department, but because I showed a high level of skills, they promoted me into the PM Activations Manager role. Since being with the company I have learned so many technical skills and team building skills I didn't even know I possessed. I love my job and my Monster family! Together we can achieve greatness."

BLAKE B.

"My time at Monster has been life changing! I found my niche. I love how Monster finds what your skills are and will put you in a position to succeed. If you know me, I genuinely love my team members and am excited to come in everyday and get guests on vacations! I cannot believe I have been with Monster for over 3 years! Time flies when you're having fun! This company not only talks the talks, but we walk the walk!"

IYANA L.

"Monster is a place that really sets the standard for taking care of your team members! It has been a joy since I started and I can't wait to see where this journey takes me!"

MATT J.

""I love working for a company where enthusiasm is ESSENTIAL! I started with Monster on the phones making outbound calls, and now I train and teach new team members how to get our guests on vacation. On top of the growth opportunities, the culture at Monster is simply incredible—I literally get paid to be excited all day! What could be better than that?!""