Group Sales Supervisor

Description

Division/Department: Reservations

Job Title: Groups Office Supervisor

Reports To: Reservations Manager

Type of Position: Non-Exempt/Hourly

Classification: Regular Full-Time

Compensation: $19-$25/hour

Location: Durango, CO

Job Summary: The Groups Office Supervisor oversees the Groups Office daily operations and provides excellent customer service to group planners while supporting our travel trade clients. The ideal candidate must be able to sell effectively to meet sales strategy targets and have a basic understanding of Revenue Management.

This position will work with the Durango & Silverton Narrow Gauge Railroad group customers exuding professionalism and courtesy in all interactions with group planners, escorts, smaller tour operators, travel trade companies, industry partners, and passengers. With a detail-oriented approach, the Group Office Supervisor ensures contracts, group bookings, payments, and tickets are processed diligently and accurately. This position is responsible for working closely with the Reservations Manager and Sales Director to ensure the yearly sales strategy targets are met.

Job Requirements

Essential Duties and Responsibilities:

• Provides outstanding customer care at all times by maintaining a friendly, cheerful and courteous demeanor during customer interactions.
• Responds to telephone, email and in-person inquiries regarding group bookings and provides information regarding D&SNGR services and excursions.
• Helps guide the group planner’s excursion and services selection to better meet their needs, while following revenue management procedures.
• Be effective at using suggestive selling techniques to increase occupancy and maximize revenue.
• Comfortable with handling client concerns or issues in an expedient and professional manner to ensure quality service and high customer satisfaction.
• Ensures coverage of Group Office during business hours and based on demand.
• Handles the training of the Reservation team to create a collaborative approach in order to best serve the Groups Office customers.
• Builds and maintains strong relationships with other departments throughout the organization, with a specific focus on the Reservations, Sales, Operations, Museum, Events and Retail departments.
• Ensures reservation system, CRM and shared calendar are updated, organized and regularly reviewed.
• Regularly performs cross-checking of customer deadlines, deposits, and payments in an effort to ensure that timelines are met.
• Ensures compliance with uniform, safety, and attendance, and DSNGRR policies.
• Produces monthly Groups Office bookings reporting for Reservations and Sales
• Performs other duties as assigned, requested, or deemed necessary by management.
  
  

Education, Skill And Work Experience Requirements

• 2 to 3 years’ experience in an office setting or other applicable experience, required.
• Degree in Travel/Tourism or Hospitality field preferred or equivalent work experience in travel, tourism, or hospitality.
• Proven experience in successful and adaptive leadership amongst a high-performing team.
• Ability to remain calm despite high volume or stressful situations.
• Strong computer skills with a demonstrated proficiency with CRM software and Microsoft Office applications.
• Experience in handling payments and reporting with a focus on accuracy required.
  
  

Work Environment

• Standing and sitting in an office environment for 8 to 10 hours per shift.
• A majority of time is spent on the phone and using a computer.
• Walking in and around industrial/railroad environment on uneven surfaces.
• Occasional bending, twisting, lifting up to 25 pounds.