at Crystal Cruises in Downers Grove, Illinois, United States
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).
