Concierge Manager

• Manage, mentor and coach sales team.
• Meet and exceed sales targets.
• Have daily in-person interactions with all members of staff to mentor and coach.
• Manage performance of team.
• 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 escape 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.
• Ensure that each team member attends appropriate activities to share about activities with guests.
• 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.
• Implement and communicate marketing projects as required.
• Assist Management Team in managing the schedule for territory.

• Bachelor’s degree (BS/BA) from four-year college or university
• 5-8 years’ related experience and/or training
• 5-7 years professional experience in sales management and/or customer service (ideally in the hospitality industry)
• Expert-level knowledge of the local area and attractions
• Knowledge of travel and/or ticket industry and concierge experience preferred
• Exceptional interpersonal communication, relationship building, sales and customer service skills
• Problem solving skills and ability to propose solutions
• Ability to manage and resolve conflict
• Ability to multi task and to change focus quickly in a changing environment
• Intermediate with Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook

Demonstrates strong leadership in managing and mentoring sales teams while achieving sales targets. Possesses expert knowledge of the local area and the travel industry, with exceptional interpersonal communication and problem-solving skills.

• Sales Management
• Customer Service
• Interpersonal Communication
• Conflict Resolution
• Microsoft Office Suite

• Sales Target Achievement
• Performance Management
• Recruitment and Training
• On-boarding Process Management
• Inventory Management

• Mentoring
• Relationship Building
• Problem Solving
• Multi-tasking
• Adaptability

• Bachelor’s Degree

• Hospitality Industry
• Travel Industry
• Concierge Experience
• Charge Backs
• Incentive Programs

• Reservation Systems
• Payroll Systems