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Downers Grove

    A&K Manager, Small Group Journeys - Downers Grove, United States - Crystal Cruises

    Crystal Cruises
    Crystal Cruises Downers Grove, United States

    2 weeks ago

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    Description

    Job Description

    Job 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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