Manager Concierge

Blue Hawaiian Helicopters•Lihue, HI

4d•$74,085 - $111,155

About The Position

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.

Requirements

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

Nice To Haves

Knowledge of travel and/or ticket industry and concierge experience preferred

Responsibilities

Manage, mentor and coach sales team.
Meet and exceed sales targets
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 used
Manage performance of team (including corrective action as necessary)
Research and approve charge backs from accounting
Attend and participate in sales meetings, training seminars, product seminars
Assist in creating incentive programs.
Keep up to date on and enforce corporate and location specific policies
Resolve employee relations issues as they arise and escalate to HR as appropriate
Assist senior leadership in setting sales & development goals for the territory
Recruit and train new employees.
Screen, interview and assist in selecting qualified candidates
Manage and implement the on-boarding process for new staff
Manage and track on-going training completion
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:
Approve timecards and bi-monthly payroll
Manage inventory of supplies at desk
Assist with technical issues as they pertain to the reservation systems and equipment used at the concierge desk
Communicate appropriate issues, competitive information, etc up to management, operations, marketing
Implement and communicate marketing projects as required
Coordinate replacement of desk fixtures at territory locations (broken Chairs, phones etc.)
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