Group Sales Supervisor

Description

Division/Department: Reservations

Job Title: Group Sales Supervisor

Reports To: Reservations Manager

Type of Position: Non-Exempt/Hourly

Classification: Regular/Core Full-Time

Compensation: $19-$25/hour DOE

Location: Durango, CO

Job Summary: The Group Sales Supervisor oversees the Group Office staff in its daily operations. The ideal candidate is committed to providing excellent customer service to our group and travel clients in a fast-paced and dynamic environment. This position will work with the Durango & Silverton Narrow Gauge Railroad and Great Smoky Mountain Railroad group customers, exuding professionalism and courtesy in all interactions with group planners, escorts, tour operators, industry partners, and passengers. With a detail-oriented approach, the Group Sales Supervisor ensures contracts, group bookings, and payments are processed diligently and accurately by staff. As a supervisor, this position is also responsible for the training, scheduling and support of Group Office team members.

Requirements

Essential Duties and Responsibilities:

• Provides outstanding customer care at all times by maintaining a friendly, cheerful and courteous demeanor during customer interactions and with staff.
• Responds to telephone, email and in-person inquires regarding group bookings and provides information regarding services and excursions offered by the D&SNG and GSMR.
• Is comfortable handling client concerns or issues in an expedient and professional manner to ensure quality service and high customer satisfaction.
• Uses suggestive selling techniques to sell seats, increase occupancy, and maximize revenue.
• Supervises staffing schedule ensuring coverage of Group Office during business hours and based on demand.
• Handles the training and daily oversight of the Group Office team through a collaborative approach that seeks to resolve issues/problems and engages/improves staff performance.
• Builds and maintains strong relationships with other departments throughout the organization, with a specific focus on the Reservations, Marketing, Operations, 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.
• Monitors team performance with support of Sales Director and ensures compliance with uniform, safety, and attendance, and DSNGRR policies.
• Takes responsibility for any daily duties in absence of Groups Office team member(s).
• 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 Customer Service field preferred. Equivalent work experience may be substituted for education.
• Proven experience in successful and adaptive leadership amongst a high-performing team.
• Ability to remain calm despite high volume or stressful situations.
• Hotel or Hospitality experience is an asset.
• Strong computer background/skills with a demonstrated proficiency with CRM software and Microsoft Office applications.
• Experience in handling of payments 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 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.