Manager Concierge

Overview

Job Summary

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. Will spend at least 70% of their time mentoring and coaching at the individual sales desks, is the primary on-site management contact for our partners and property management companies. Expert in the destinations for their individual territory, including extensive knowledge of the local region, attractions, restaurants, and supply partners.

Strong sales skills and high-touch customer service experience.

Essential Functions and Responsibilities include the following:

• Manage, mentor and coach sales team.

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

• Recruit and train new employees.

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

Additional Job Requirements

• Availability
  
  Required:
  
  Sunday – Saturday
• Indicate the percentage of time spent traveling
  -0%. Inter-Island travel is rare but may happen 1-2 times a year.

Subject to applicable laws and Blue Hawaiian policies, regular attendance is an essential function of the position. All employees must follow Blue Hawaiians’ employment practices and policies.

Supervisory Responsibilities

Directly supervises employees in the sales department. Carries out Supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, selecting, hiring, and training employees, planning, assigning and directing work; appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. For Exempt Managers:
Managers that carry out these responsibilities for two or more employees will have significant input in hiring and termination decisions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In accordance with applicable laws, Blue Hawaiians will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• Bachelor’s degree (BS/BA) from four-year college or university and five to eight years’ related experience and/or training; or equivalent combination of education and experience
• 5-7 years professional experience in sales management and/or customer…