Manager Operations

Global Accommodation has responsibility for successfully managing all day-to-day operations and supporting key global business partners. This role will place strong emphasis on high customer satisfaction and managing team of operation executive ensuring agreed SLA’s are met the best possible pricing with travel suppliers, balancing costs with required support and services.

Keeps current on global accommodation trends and informs business partners and management about new technologies/processes that could enhance our solution / service by reducing costs or streamlining processes, policy changes that would best support our client’s business travelers and evolving needs of the business, and new industry practices that would be beneficial to adopt. Develops and maintains strong relationships with business partners at all levels and key vendors.

KEY RESPONSIBILITIES

Customer Service and Communications

  • Communicates proactively and consistently.
  • Effectively communicates departmental mission and strategies to business partners and vendors.
  • Provides elevated customer service support to business partners at all levels within the company.
  • Manages all customer service related issues with all levels within the company through to resolution, incorporating any learnings into actions that avoid similar issues in the future.
  • Establishes and maintains a strong rapport with business partners and vendors to ensure strong and trusting relationships to benefit the organization on a long-term basis.
  • Works cross-functionally with other internal support organizations, such as Security, Finance and the CSSC team, to ensure cohesive delivery of program and service excellence.

People Management

  • This position will lead a team of Operation across different shifts.
  • Demonstrates strong leadership by training and guiding the team as required to ensure high quality of services.
  • Provides direction and oversight to operation team and agents on day to day issues, policy updates and/or clarification.
  • Identifies and implements process improvements as and when required.
  • Gathers and analyzes travel reporting for Finance and upper management review.

Vendor Management

  • Establishes and maintains strong relationships with all key Hotel / accommodation vendors (i.e., Chain wide hotel, Service apartments, online agency) through regular interaction and communication about our company travel needs. Conducts quarterly/bi-annual reviews with key suppliers to track contract performance, value and savings.
  • Proactively monitors room night commitments at key hotels throughout the year, moving market share to support our key hotel partners, as necessary

 

 

 

KEY EXPERIENCES

 

Knowledge, skills & abilities:

  • Proven track record in providing a high level of customer service to internal and external customers.
  • Exceptional organizational skills, problem solving/analytical thinking and the flexibility to manage competing priorities simultaneously.
  • Clear and articulate written and verbal communication skills
  • Ability to work independently, be resourceful, anticipate potential challenges/obstacles/needs and solve appropriately.
  • Able to make decisions, using solid judgment skills
  • Demonstrated ability to develop and maintain high-trust relationships and confidentiality.
  • Able to identify and influence cost avoidance solutions
  • Proven experience in vendor management and leading effective negotiations
  • Positive, professional and mature attitude; remains calm under pressure
  • Strong working knowledge of Excel, Word, and Outlook

Minimum educational level:

  • Any degree

Minimum experience:

  • 4+ in travel operations/reservations required

Apply here with your updated CV. careers@hotelnapartment.com

DON’T MISS OUT!
Subscribe Today to Hotel n Apartment Special Offers and Benefits
Be the first to get latest updates and exclusive content straight to your email inbox.
Stay Updated
close-link