A&K Manager, Small Group Journeys

4 weeks ago

Downers Grove, United States Crystal Cruises Full time
Job DescriptionJob Description

Position Summary

Achieve annual sales goals by providing effective management and leadership skills.

Responsibilities and Accountabilities

  • Develop sales strategies and use reporting metrics to measure, analyze, and evaluate the effectiveness of the sales team.
  • Drive the SGJ team to achieve annual sales goals and be accountable for such.
  • Make recommendations for process, procedure, reporting, and technology improvements.
  • Manage SGJ Sales Assistants to ensure administrative booking tasks are completed in a timely manner.
  • Coach and mentor, all team members to ensure A&K Sales and Service standards are met.
  • Ongoing performance management against monthly sales goals and annual Objective goals
  • Collaborate with SGJ Specialists on new hire training including maintaining and updating training materials and training schedule for all new staff and continuing training and best practices.
  • Collaborate with the Documentation team to ensure seamless transition and continuity related to sales and documentation.
  • Resolve escalated problem files with team members.
  • Provide guidance on booking financials as needed.
  • Manage and monitor call queues to ensure appropriate phone coverage.
  • Ensure Familiarization trips (fams) are scheduled to maximize destination/product knowledge.
  • Monitor business cycles to ensure phone coverage during fams, peak sales periods, etc.
  • Collaborate with DMCs, Third Party Suppliers, and other internal departments to facilitate booking processes, close sales and manage quality issues.
  • Administrative duties (ie: weekly reports, scheduling, payroll, etc)

Skills and Abilities

  • Effective people management and team building skills.
  • Strong multi-tasking, organizational, and problem-solving skills.
  • Ability to work in a high-pressure, high-stress environment.
  • Excellent written and verbal communication skills.
  • Extraordinary customer service demeanour.
  • Excellent organizational skills, attention to detail, and analytical skills required.
  • Good judgment and problem-solving skills.
  • Ability to work in a team environment.
  • Working knowledge of Travel Studio preferred.
  • Knowledge of world geography.
  • Intermediate to advanced computer skills required (Microsoft Word, Excel, and PowerPoint) and the ability to quickly master new technologies.
  • Must be able to read/write/speak English.

Requirements

Education and Experience

  • Bachelor's degree required or relevant experience
  • Minimum five years experience in sales/customer service management preferred.
  • Travel industry and call center management experience preferred.

Special requirements

  • Evening and weekend hours may be required.
  • International travel is required (and maintain a current passport).

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