Executive Response Manager oversees the resolution of customer complaints that have escalated to the highest level within the organization. Acts as a liaison with product/service suppliers to determine validity of complaints and design and implement product or process change to reduce the number of complaints. Being an Executive Response Manager requires a thorough knowledge of the products/services offered and extensive customer service skills. Exercises a large degree individual discretion. Additionally, Executive Response Manager may require a bachelor's degree in area of specialty. Typically reports to a supervisor or manager. To be an Executive Response Manager typically requires 4 to 7 years of related experience. Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. (Copyright 2024 Salary.com)
The Vacation Department Manager will lead, coach and develop the team of vacation travel consultants and work with the Executive Committee on the strategic direction of the department.
They will also make professional, accurate, cost-effective travel arrangements for all clients using preferred vendors, within company guidelines and standards for excellent customer service.
See job description for Vacation Travel Advisor)
Department Purpose
We are passionate about customizing and creating unique vacations for our clients. We want to create memories for our clients and be a contributor to improving our clients’ quality of life.
We feel we can be the best in the world at this and also make great money in providing this service.
Primary Accountabilities
Lead, coach, train, encourage Vacation Advisors
Lead 10 minute morning huddles and weekly meetings
Assist in Supplier Management / Selection
Develop Long term relationships with clients based on a foundation of trust
Book individualized travel packages to meet each clients needs with a focus on exceeding expectations
Operate with a client centric service focus
Focus on vendors who will best meet the clients needs while maximizing revenues
Maintain the highest level of quality through attention to detail and following procedures
Duties and Responsibilities
Attract new vacation clients for yourself and for the team, while maintaining existing clients
Lead the 10 minute check in meeting at the beginning of every day.
Be available during part of each day to help Travel Advisors with questions and issues.
Help to resolve client issues first by coaching the Travel Advisors on what action to take, or if necessary taking responsibility to solve the issue directly with the client / supplier.
Manage relationships with travel suppliers.
Evaluating staff on an ongoing basis and for quarterly reviews.
Interviewing candidates for the Travel Advisor position when needed.
Monitoring department and agent queues
Keep your CEO promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action where necessary or suggest alternative courses of action which may be taken.
Other duties as assigned.
Requirements
Essential Skills and Specifications
Strong attention to detail
Highly organized
Be able to effectively communicate in person, via telephone and email
Excellent Customer Service Skills
Team building and management
Reliable attendance is an essential function of this position
Education and Qualifications
Minimum of 5 years’ recent experience as a vacation travel advisor
GDS experience minimum of 5 years
ClientBase CRM experience minimum 5 years
Comprehensive knowledge of the travel industry and of vacation travel agency operations
Thorough knowledge of vacation travel destinations
Last updated : 2024-03-25
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