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.

o Meet and exceed sales targetso 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 usedo Manage performance of team (including corrective action as necessary)o Research and approve charge backs from accountingo Attend and participate in sales meetings, training seminars, product seminars

o Assist in creating incentive programs.

o Keep up to date on and enforce corporate and location specific policies

o Resolve employee relations issues as they arise and escalate to HR as appropriate

o Assist senior leadership in setting sales & development goals for the territory

Recruit and train new employees.

o Screen, interview and assist in selecting qualified candidates

o Manage and implement the on-boarding process for new staff

o Manage and track on-going training completion

o 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:o Approve timecards and bi-monthly payrollo Manage inventory of supplies at deskso Assist with technical issues as they pertain to the reservation systems and equipment used at the concierge deskso Communicate appropriate issues, competitive information, etc up to management, operations, marketing

o Implement and communicate marketing projects as required

o Coordinate replacement of desk fixtures at territory locations (broken Chairs, phones etc.)

o 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 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

Skills

Exceptional interpersonal communication, relationship building, sales and customer service skills

Ability to manage and resolve conflict

Problem solving skills and ability to propose solutions

Ability to multi task and to change focus quickly in a changing environment

Adaptable and able to support change within the business

Timeliness and a professional appearance

Self-motivated with the ability to work independently in a sales driven environment

Computer Skills

Intermediate with Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook

Certificates, Licenses, Registrations

None

Minimum pay: USD $55,625.00/Yr. Maximum Pay: USD $83,525.00/Yr. Benefits:

For more information on our industry-leading benefits, please visit our benefits page here.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)