Manager, Guest Services

Company: Maritz
Location: Fenton
Posted on: January 27, 2023

Job Description:

EXCITED TO GROW YOUR CAREER? WERE GLAD YOURE HERE! Manages Guest Services daily operations by coaching assigned staff, ensuring appropriate training and development, as well as scheduling and reviewing the workload coverage to obtain and maintain quality service levels. Responsible for managing multiple travel associates.P rimary Responsibilities 20% - Acts as liaison for clients, Meeting Event Managers, Operations Directors, and Sales. Participates in client presentations and client meetings. 20% - Monitors the High-Performance Coaching Culture process and assesses performance for all direct reports. Provides appropriate compensation recommendations for direct reports. Assists with the development of performance standards, objectives, and individual development plans. Interviews and selects new employees. Responds to and resolves team work-related issues and problems as appropriate. Conducts weekly/monthly meetings with direct reports in which program, business and/or industry updates are communicated. 20% - Ensures that new hire and ongoing team training on all aspects of the job function is taking place as necessary. Maintains and updates department manuals and support materials to ensure applicability and accuracy. Ensures customer satisfaction is measured and communicated and that deliverables and expectations are understood by participating in Program Turnover Meetings. 20% - Creates functional scope for development of registration sites including offering work process ideas, fostering relationships with clients, and finding the right fit for clients' technology needs. Ensures training and support with new technology such as online booking tools and 3rd party web site registration tools. 20% - Monitors team's workload, schedules, vacations, and timecards to ensure appropriate coverage, response time, and quality service. Maintains clear and accurate communications with all team members, as well as other business units. Manages overtime expenses, expense reports, and approvals for all participant check requests. Monitors TIME for accuracy and approves. Reviews productivity statistics and addresses issues as needed. Qualifications

• Bachelor degree or equivalent work experience required.
• 3+ years of Maritz Global Events experience required.
• 2-3 years of Guest Services experience preferred.
• Previous management experience desired.
• enCor knowledge essential.
• Advanced knowledge of travel and airline industry policies, procedures and regulations required. DISCLAIMER: This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job. Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-0335 or by sending an email to peopleanddevelopment@maritz.com.At Maritz, we believe in putting people at the center of business. Our clients rely on us to help them strengthen their relationships with employees, customers and sales partners. It helps their businesses grow and thrive, and its made us industry leaders. Join our award-winning culture and experience a fun, exciting and collaborative work environment that celebrates success and pushes you to be your best self.Maritz and its family of companies boast a wide variety of careers. Check out our Careers page to learn more.Interested in working for one of our companies? Learn more about opportunities with Maritz Motivation Solutions (http://maritz.wd1.myworkdayjobs.com/MaritzMotivationSolutions) .Learn more about opportunities with Maritz Global Events (http://maritz.wd1.myworkdayjobs.com/MaritzGlobalEvents) .Important note to job seekers (https://www.maritz.com/Recruitment)

Keywords: Maritz, Springfield , Manager, Guest Services, Hospitality & Tourism , Fenton, Illinois