Meeting and Events Supervisor

Job Locations US-AZ-Tempe
Job ID
2018-1785
Category
Corporate

Mission

JOB OBJECTIVES – Responsible for the coaching and development of the Meeting & Events Sales Operations team to achieve team KPI’s, ensuring a seamless transition from the sales process to the coordination and handoff to the resort,  attainment of budget, improve individual team member’s skills through effective coaching, monitoring and training.

FUNCTIONS:

  • Development of the individual team member skills through monitoring, coaching and assisting in managing the teams overall performance.
  • Assist in achieving team sales and service goals by monitoring individual KPI’s including but not limited to; quote to contract conversion, quote and contract accuracy, agents’ occupancy, conversion and length of call to ensure conformance to goals.
  • Ability to effectively communicate and trouble shoot with meeting planners, corporate buyers, travel agents and direct clients in escalated situations.
  • Monitor the business and identify trends, KPI’s and opportunities leveraging data in Salesforce.
  • Identify opportunities for process improvement through research of new tools, new methods or creating lean processes to improve efficiencies.
  • Uphold Club Med policies and procedures and communicate to others on team as needed.
  • Perform call/email auditing for quality and service.
  • Review action items with team members and coach towards correcting the error.
  • Maintain accurate resources and reference materials, and stay updated on current promotions and programs.
  • Provide administrative support to promotions as needed.
  • Conduct regular audits of group files for accuracy and complete documentation.
  • Support team to complete accurate forecasting as needed as well as identification and communication of attrition risks.
  • Act as a liaison between team and support departments as needed to ensure response times are met.
  • Maintain attendance/counseling records.
  • Manage team members time off requests and payroll
  • Conduct weekly, monthly, seasonal and annual performance evaluations
  • Act courteously and respectfully to all GMs, travel agents and co-workers.
  • Create team motivation and encourage team feedback and questions.

Requirements

QUALIFICATIONS

  • High school diploma
  • At least 1 year of experience directly managing people both locally and remotely. 
  • Minimum 1 year utilizing Salesforce, with emphasis on reporting
  • 1 year working in group travel sales  
  • Experience handling escalated customer service inquiries.
  • Must be flexible, adaptable to constant change, and motivated to continually update self and others to changes in product and environment. 
  • Strong verbal, reading comprehension and computer skills required.
  • Ability to maintain a professional, upbeat and service oriented attitude required. 
  • Must be able to work any shift between 6AM and 7PM MST Monday through Friday and 630AM to 4:30PM MST Saturday/Sunday.

EDUCATION and/or EXPERIENCE:  

 

High school diploma and a minimum of 1 years supervisory experience in a sales environment managing 10 people or more

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