Delta Vacations, Manager, Group Sales and Service

OBJECTIVE

Conceptualize and implement best-in-class selling & servicing of DLV’s Group product, ensuring customer satisfaction, employee engagement and maximum profit.

ESSENTIAL FUNCTIONS

• Develop customer and employee friendly procedures to grow Group sales business and increase customer loyalty.
• Design and oversee the department’s role in quoting groups and securing the sale, as well as guiding travel agents through the group process and building the relationship. 
• Ensure staff members have a clear expectation of how their roles fit into the overall Group sales process.
• Prioritize the workload of the appropriate staff to ensure maximum productivity.
• Provide the necessary tools and training for designated employees to develop their knowledge and skills.
• Innovate and adjust systems to develop employees to achieve sales and customer service goals effectively and productively.
• Collaborate with appropriate departments in the development and delivery of training programs.
• Serve as a collaborative leadership participant for the Customer Engagement Center. Provide support and guidance in creating a positive and inclusive working environment.
• Develop and maintain collaborative relationships with key internal partners; provide updates on sales-related activities, feedback and recommendations on product line and policies.
• Implement agreed upon policies and procedures.
• Guide the appropriate staff in resolving customer-related issues as well as handle escalated issues.
• Work with management to establish and track sales goals.
• Compile and analyze data and statistics relative to the appropriate staff’s performance measures and provide timely feedback.
• Produce, analyze and distribute reports pertaining to assigned responsibilities.
• Regularly evaluate processes and make recommendations to enhance customer service and efficiency.
• Comply with all corporate and departmental policies/procedures and applicable governmental regulations. Ensure corresponding compliance of staff members.
• Other duties and responsibilities as assigned.

LEADERSHIP RESPONSIBILITY

• Interview, select and train the appropriate staff.
• Assist with preparing and administering the department budget.
• Prepare and deliver the appropriate staff's performance and salary reviews in a timely manner. Work with employees on any performance issues.
• Verify employee timecards and incentives for payroll processing in a timely manner.
• Proof marketing and communication pieces and make recommendations as necessary.
• Escort and/or assist in educational trips as well as represent DLV at travel-related functions and joint sales calls.
• Attend applicable training classes, presentations, and seminars.
• Assist in the development and presentation of product training for the travel agent community.
• Review product related industry updates.