Concierge Manager

Company Name:
Expedia, Inc.
Position Description
The Expedia Local Expert team is looking for a talented management professional to lead an exceptional sales team. The Concierge Manager is responsible for staffing and managing a group of activity and concierge desks within a set territory in a fabulous vacation destination. The Concierge Manager will spend at least 70% of their time mentoring and coaching at the individual sales desks, additionally, the Concierge Manager is the primary on-site management contact for our partners and property management companies. The Concierge Manager is an expert in the destinations for their individual territory, including extensive knowledge of the local region, attractions, restaurants, and supply partners. The qualified candidate brings both strong sales skills and high-touch customer service experience to the team along with a desire to mentor and coach.
Core Responsibilities
oManage, mentor and coach sales team. Specifically,
oMeet and exceed sales targets
oAssist senior leadership in setting sales & development goals for the territory
oHave daily in-person interactions with all members of staff to mentor and coach to ensure that sales goals are achieved, division goals are met and ensure that the sales process is understood and consistently used
oResolve employee relations issues as they arise and escalate to HR as appropriate
oManage performance of team (including corrective action as necessary)
oKeep up to date on and enforce corporate and location specific policies
oResearch and approve charge backs from accounting
oAssist in creating incentive programs
oAttend and participate in sales meetings, training seminars, product seminars
oPrepare and present reports
oRecruit and train new employees. This includes:
oScreen, interview and assist in selecting qualified candidates
oManage and implement the on-boarding process for new staff
oManage and track on-going training completion
oFacilitate on site training for the reservation system and the sales process
oEnsure that each team member attends appropriate activities so that they will have first-hand experiences to share about activities with guests
oOperational duties include:
oApprove timecards and bi-weekly payroll
oAssist Management Team in managing the schedule for territory (vacation, day off requests, etc)
oManage inventory of supplies at desks
oCoordinate replacement of desk fixtures at territory locations (broken Chairs, phones etc.)
oAssist with technical issues as they pertain to the reservation systems and equipment used at the concierge desks
oImplement and communicate marketing projects as required
oCommunicate appropriate issues, competitive information, etc up to management, operations, marketing
oAssist local and corporate leadership teams to implement new projects, open new desks and be a subject matter expert for the territory.
Skills Required
o3 - 5 years professional experience in sales management and/or customer service (ideally in the hospitality industry)
oExceptional interpersonal communication, relationship building, sales and customer service skills
oStrong knowledge of local market and attractions
oAbility to manage and resolve conflict
oProblem solving skills and ability to propose solutions
oAbility to multi task and to change focus quickly in a changing environment
oBasic Microsoft Office skills
oBachelors degree or equivalent experience
Expedia, an equal opportunity employer, offers an exciting opportunity for qualified career-motivated professionals. We provide competitive compensation, performance bonus and the chance to work with talented people in a winning, successful, and pleasant environment. We offer many premium benefits including 401(k) with an employer match, medical, dental, life insurance, vacation time and much more.
E-Verify Participation Notice:
This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
Company Description:
: To revolutionize travel through the power of technology.
Expedia, Inc. is one of the world's largest online travel companies, with an extensive brand portfolio that includes some of the world's leading online travel brands, such as Expedia, , Expedia Affiliate Network (EAN), Egencia, Hotwire, eLong, trivago, and Venere, to name a few. We are passionate. We are innovative. We are enterprising. And we're looking for great talent to join us in revolutionizing travel through the power of technology. Interested in learning more? Explore your next chapter at Expedia.

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