Mgr, TSS Groups Sales & Resolutions

Position Summary:

Responsible for profitable revenue generation from Travel Partner and Incentive Groups segments of group business to meet corporate growth goals. Plans, directs, and manages the day-to-day operations and performance this segment of group business, overseeing a team engaged in booking and coordinating groups through direct interactions with internal and external customers for Celebrity Cruises.  Leads and develops a team of Group Agents and directs, plans, and coordinates activities related to organizational enhancements and operations improvement initiatives. 

In addition to Group sales, this role also manages the Resolutions team for Trade Sales  & Service. Uses sound judgment to manage, develop and resolve escalated booking, customer, and Travel Partner issues while maintaining One Touch brand standards and finding resolutions with the least financial impact to the brand.

Essential Duties and Responsibilities:

• Responsible for the day-to-day management of all operational activities performed in the area including qualifying and booking new groups, maintaining cabin, air, and hotel inventory, coordinating onboard activities, processing payments,  and reconciling accountings, developing and managing the overall relationship with the external customer.
• Serves as the liaison with the TS&S Operations team to manage call routing, service levels and staffing needs for Celebrity TS&S (Trade Sales & Service Center).
• Strategically plans and determines upsell opportunities within Trade Sales  & Service Groups.
• Strategically works with Incentive Group Sales to increase revenue opportunities and supports Consumer Outreach Group Sales with groups accounting and contracts.
• Responsible for managing all aspects of this area, including hiring, developing, and coaching employees, establishing strategic goals, objectives, measurements, monitoring team and individual performance, managing tools and technology, and driving measurable improvements to customer service, operating efficiencies, and costs.
• Directs the efforts of the Supervisory staff in order to optimize morale, enhance the skills and productivity of all Trade Sales & Service Groups personnel, and to ensure compliance and consistency in the application of company policies and Quality Assurance Standards.
• Analyzes team and individual performance through the review of reports and key metrics.
• This position liaises with Marketing, Hotel Operations and Revenue to develop opportunities for the strategic goals to be met and serves as a proponent and advocate of the Group Department throughout the company.
• Manages all aspects of Trade Sales & Service Resolutions team to ensure the highest level of service and satisfaction is provided to our guests & Travel Partners based on the nature of their contact to the department.
• Continuously identifies opportunities to improve operating efficiencies, customer service, and profitability for Trade Sales & Service.
• Works with the Trade Sales & Service Operations Department to create and maintain accurate reporting on both the Groups and Resolutions Teams. Strong analytical and problem solving skills are a must.
• Responsible for working with Marketing to assure all Terms and Conditions are reviewed and understood before promotions are sent to market.
• Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management

Financial Responsibilities:

• Prepare and Manage departments budget including FTE and related expenses to fully drive accomplishment of targeted objectives.
• Manage service recovery efforts  and remain consistent with financial objections while maintaining complete customer satisfaction.

Qualifications:

• Bachelor's degree (BA) from a four-year college or university and three to five years related experience and/or training required; or equivalent combination of education and experience.
• Three to five years management experience preferred.

Knowledge and Skills:

• Ability to read, analyze and interpret financial reports and legal documents.
• Ability to problem solve and respond to common inquiries or complaints from customers.
• Ability to effectively present information to senior management and public groups.
• Familiarity with AS400 or equivalent reservations system preferred. Microsoft Word, Excel, Lotus Notes, Siebel and BRIO required.

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 to 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office.