Travel Concierge Manager

Location: Onsite at Ripken Experience - Pigeon Forge, TN

Reports to: General Manager, Ripken Experience - Pigeon Forge

Bonus Eligible: Yes

Overview: As the Travel Concierge Manager at The Ripken Experience Pigeon Forge, you will assist our team in helping sports teams and families book their trips within the youth sports environment. You will be representing many hotel brands while maintaining company's service standards and applicable operational standards. This is a full-time in office position located in Pigeon Forge, Tennessee. Some travel will be required.

Responsibilities:

• Serve as the primary contact for all aspects of travel arrangements for families and coaches, including booking hotels and addressing additional needs
• Liaise with hotel management to negotiate and secure large room blocks, additional room inventory, ensuring accommodation needs for teams are met.
• Coordinate with General Manager and other staff to ensure lodging needs are met.
• Covering on-call shifts with other team members as needed.
• Provide exceptional customer service to guests during planning and through the duration of the tournament/event.
• Resolve guest issues with satisfaction while protecting The Ripken Experience Pigeon Forge assets.
• Develop strategic hotel partnerships for family travel.
• Handle and oversee all travel arrangements and operations for multiple teams.
• Reconcile events on a weekly basis for the corporate office.
• Handle credit card programs and charges.
• Work with Pigeon Forge staff to ensure a world class guest experience for players, coaches, and families.
• Be familiar with The Ripken Experience Pigeon Forge entertainment and dining partners, as well as local attractions and restaurants
• Analyze customer feedback from post-event surveys to improve future experience.
• Support the organization in a sales building role during the season and offseason.
• Embrace Ripken Baseball standards in decision-making and daily work, taking ownership of your role.
  
  

Qualifications:

• Ability to provide exceptional customer service skills, adhering to Company's Service Standards.
• Excellent written and oral communication.
• Excellent negotiation skills.
• Computer skills and knowledge of Microsoft Office and reservation systems.
• Ability to handle multiple responsibilities simultaneously in a fast-paced environment. Ability to work independently and as a team member.
• Proven experience as Reservations Manager, Front Desk Manager, Director of Sales, or Hospitality Professional.
• Knowledge of Travel and Entertainment Facilities.
• Well-organized and reliable.
• An analytical mind with strong business acumen.
• Preferred Qualifications:
• Minimum two years' manager experience in a customer service and/or hotel environment.
• Bachelor's degree.
• Training in travel and tourism.
  

Working Conditions/Special Physical Requirements:

• Frequently required to work extended hours, including weekends and holidays, to support tournament and event operations.
• May be asked to routinely lift items of weight up to 30 lbs. to accomplish job duties.
  
  

The information in this job description outlines the general nature and level of work expected from team members in this role. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications required for the position. The Company reserves the right to modify, update, or revise this job description at its discretion to meet evolving business needs. The Company is an equal opportunity employer and is committed to fostering a culturally diverse workplace for all qualified candidates.

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