Job Summary:
The Branch Supervisor plays a critical role in leading the daily operations of a Hertz branch to ensure excellent customer service, efficient fleet management, and consistent revenue performance. This role is responsible for supervising front-line staff, overseeing rentals and returns, implementing operational standards, and ensuring compliance with company policies and safety regulations.
Key Responsibilities:
1. Operations Management
- Supervise all branch activities including vehicle check-out and return, cleaning, and fleet control.
- Monitor and ensure proper execution of rental contracts and adherence to company policies.
- Coordinate vehicle availability and condition in alignment with customer bookings and reservations.
- Oversee the proper use of systems (e.g., reservation platforms, fleet tools) to ensure transaction accuracy.
2. Customer Service Leadership
- Ensure that customers receive timely, professional, and courteous service.
- Resolve escalated customer issues or complaints promptly and effectively.
- Lead by example in promoting service excellence and upselling strategies.
- Monitor customer feedback and implement service improvement actions.
3. Staff Supervision
- Manage daily scheduling and shift assignments for rental agents, drivers, and utility staff.
- Train, mentor, and coach team members on product knowledge, service protocols, and system use.
- Conduct performance evaluations and provide feedback and discipline in accordance with HR policies.
- Foster teamwork and a positive work environment aligned with Hertz values.
4. Sales & Revenue Support
- Monitor rental trends and support the achievement of sales and upsell targets.
- Promote add-on products such as insurance, GPS, child seats, etc.
- Implement promotional activities at the branch level in coordination with marketing.
5. Compliance & Reporting
- Ensure branch compliance with safety, security, and operational standards.
- Maintain branch reports including daily revenue, vehicle usage, customer service metrics, and petty cash.
- Ensure timely submission of documentation related to insurance, vehicle damage, and DOLE compliance (if applicable).
- Support internal audits and company reviews.
