Concierge Manager - Big Island, Hi
Expedia, Inc. (Hawaii, Hawaii)

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Req ID: 6972

Required Education: Bachelors

Required Experience: 5-7 Years

Description:
Expedia’s 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

1. Manage, mentor and coach sales team. Specifically,
? Meet and exceed sales targets
? Assist senior leadership in setting sales & development goals for the territory
? Have 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
? Resolve employee relations issues as they arise and escalate to HR as appropriate
? Manage performance of team (including corrective action as necessary)
? Keep up to date on and enforce corporate and location specific policies
? Research and approve charge backs from accounting
? Assist in creating incentive programs.
? Attend and participate in sales meetings, training seminars, product seminars
? Prepare and present reports

2. Recruit and train new employees. This includes:
? Screen, interview and assist in selecting qualified candidates
? Manage and implement the on-boarding process for new staff
? Manage and track on-going training completion
? Facilitate on site training for the reservation system and the sales process
? Ensure that each team member attends appropriate activities so that they will have first-hand experiences to share about activities with guests.

3. Operational duties include:
? Approve timecards and bi-monthly payroll
? Assist Management Team in managing the schedule for territory (vacation, day off requests, etc)
? Manage inventory of supplies at desks
? Coordinate replacement of desk fixtures at territory locations (broken Chairs, phones etc.)
? Assist with technical issues as they pertain to the reservation systems and equipment used at the concierge desks
? Implement and communicate marketing projects as required
? Communicate appropriate issues, competitive information, etc up to management, operations, marketing
? Assist local and corporate leadership teams to implement new projects, open new desks and be a subject matter expert for the territory.

Skills Required

? 5-7 years professional experience in sales and/or customer service (ideally in the hospitality industry)
? Exceptional interpersonal communication, relationship building, sales and customer service skills
? Strong knowledge of local market and attractions
? Ability to manage and resolve conflict
? Problem solving skills and ability to propose solutions
? Ability to multi task and to change focus quickly in a changing environment
? Basic Microsoft Office skills
? Previous management experience preferred
? Bachelors degree or equivalent experience

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