ABOUT GLOBUS FAMILY OF BRANDS
With 95+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 70 countries on six continents across the globe. With equal measures vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, the Globus family of brands – a leader in international travel – now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers.
Travel and/or in-office presence may be required at times. Generous benefit package including travel benefits and retirement.
THE DEPARTMENT
Customer Care is tasked with growing the Trade side of the business through multiple sales channels; retail travel sellers (primary channel), 3rd party re-sellers and group sales. The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation & Associate Support, Digital Support, Trade Groups, Training, Sales, Service, and Guest Services.
THE ROLE OF A MANAGER
In the business hierarchy, managers will be found most of the time working within a specific department of a large company. Managers help set the “how” in implementation and responsible for guiding the “who” in implementation for their department or team. Managers can also be Individual Contributors not managing a team, but a process.
Job responsibilities of a manager include:
- Following the direction of upper management and the business strategy
- Communicating policy, information and strategy to their associates
- Collaborating and communicating with outside sales, vendors and internal teams
- Scheduling associate tasks, following budgets, handling payroll
- Developing plans to execute on projects, priorities and strategic initiatives at their team’s level and communicating and delegating tasks to members of their team
- Overseeing the day-to-day tasks of the department and supervisors, handling escalations and monitoring key performance metrics
- Hire and train new associates or oversee training plans
- Support and mentor current associates
- Provide performance evaluations
- Approve disciplinary action, promotions
- Partner with upper management on setting team and department goals
- Suggest budget items
- Typical experience is 1-5 years managing teams
THE POSITION
The Manager, Group Sales & Service is responsible for the following results:
- Oversee and support the day-to-day operations and/or activities of the Groups Account management teams
- Survey, measure and report and follow up on client satisfaction metrics
- Build and maintain systems that support maximizing group materialization
- Provide oversight and development of the supervisory staff to facilitate optimum performance (e.g., ensuring opportunities for growth and development, goals achievement and the effective management of people)
- Prevent and solve customer issues in a manner that ensures the highest degree of mutual satisfaction between the customer’s needs and those of the business, including the recommendation of changing impeding processes and/or policies.
- Manage and track all internal and external escalations that come into Groups
- Closely collaborate with the Customer Care management team to ensure that policies are competitive and internal processes are optimized and efficient
- Closely collaborate with the Sales channels to grow group sales
- Collaborate with Marketing to attract group business via newsletter, TAP content, email blasts, etc.
- Collaborate and build relationships with customers in all markets and assist in trouble shooting service issues
- Closely collaborate with Direct Groups and Process & Quality Specialist on sales and service issue resolution; policies and procedures; group booking support and other projects as needed
- Build solid business relationships with) clients, internal partners (air, documents) and world-wide offices by establishing rapport and respect, provide positive and effective representation in meetings (internal and external)
- Coordinate with Inventory department to prevent issues on group bookings, and insure inventory availability or restriction as needed to maximize sales and margin potential
- Assist the Director, Customer Care in budget formulation and execution
- Implement and execute sound management practices (e.g. assigning and delegating, enabling and coaching, establishing accountabilities, and evaluating and rewarding performance against desired outcomes).
- Plan and execute projects and plans against goals and budget (e.g., defining outcome, setting timelines, determining resources needed, monitoring and controlling costs) while showing the agility to adjust to changes as needed to support the business and achieve organizational goals.
- Manage ongoing process improvements and the integration of new technology across the organization in order to increase Group sales and satisfaction, flexibility and reduce administrative costs.
- Communicate with all stakeholders on relevant Group initiatives
- Contribute to a team effort by accomplishing related results or projects as needed
EDUCATION
The preferred candidate will hold a Bachelor’s degree in a related field; or three to five years of related experience and/or training; or equivalent combination of education and experience.
EXPERIENCE PREFERRED
The preferred candidate has noteworthy experience in the following areas:
- Three to five years in a management role
- Product planning and travel destination knowledge
- Knowledge of Sales processes.
- Utilizing Customer Relationship Management (CRM) systems and tools to manage sales activities and production.
- Strong public speaking skills and the ability to build consensus
- Travel industry knowledge
- Microsoft Office, especially Word and Excel
EOE
While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports
