Group Sales Manager - Stanford Guest House Job Description
Customer Service Specialist 4 Job Family: Administration Job Series: Customer Service Specialist Job Code: 4624 Grade: F Exemption: Exempt Effective/Revision Date: 6/21/2016 Note: Not all unique aspects of the job are covered by this job description
JOB PURPOSE: Lead a group of customer service representatives who provide and maintain the highest level of service to the customer using judgment and discretion. Coordinate the group sales CORE DUTIES*:
Supervise the day-to-day operations of the unit, leading and mentoring staff. Provide orientation and training to lower level representatives.
Provide input in hiring decisions and performance of workgroup.
Act independently to determine methods and procedures on new assignments.
Serve as a subject matter expert for the unit. Participate with other departments and represent the unit as needed.
Process non-standard requests, initiate appropriate documentation and notify other departments and/or coordinate with outside agencies as needed.
Handle the highest level of escalated and unresolved calls.
Administer and educate others on the supported program, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process.
Determine whether disputed issues have been handled appropriately through substantial knowledge of internal policies and procedures.
Work closely with others in department to identify and correct problems and make recommendations to remedy problems.
Keep track of correspondence and interactions with customer using a customer relationship management tool.
May act as supervisor in supervisor's absence.
May represent Stanford at public events, such as fairs, athletic events and registrations, greet and serve as a resource on unit and general inquiries
Coordinate response or respond to inquiries for blocks of Guest House rooms.
Determine if group requests for rooms can be accommodated. Evaluate any room revenue impacts caused by the group's stay pattern or room type requests.
Provide site tours of the Guest House.
Create group blocks in the Guest House property management system (PMS). Recommend alternatives for groups that cannot be accommodated.
Track group turnaways to monitor the unmet need for rooms.
Set penalties and deadlines for each group based upon their size and market segment.
Coordinate the completion of group contracts and submit to the group contact for approvals.
Follow up on all deadlines and ensure the booking accurately reflects the needs of the group.
Prepare a group resume to communicate the group's needs to other staff members.
Ensure proper billing for group members within the PMS.
Coordinate group waitlist reservations and cutoff dates with the Guest House Assistant General Manager.
Provide pick-up counts and rooming lists as required.
Provide VIP services such as welcome amenities as required.
Coordinate the room assignments, pre-registration, and match roommates for any groups requiring these services.
Ensure the distribution of group materials to guests.
Work with the group contact to resolve any no-shows, late cancellations, or penalty fees.
Post group charges and payments.
Review the final group billing for accuracy.
Prepare reports for management summarizing group activity at the Guest House.
Attend internal marketing and sales events on behalf of the Guest House.
Make internal sales calls to help increase Guest House occupancy.
Provide superior customer service to all internal and external clients.
Support the Guest House front desk by answering calls, taking reservations, booking shuttles, and responding to guest questions.
* - Other duties may also be assignedMINIMUM REQUIREMENTS:Education & Experience: Bachelor's Degree and four years of relevant experience or combination of education and relevant experience.
Knowledge, Skills and Abilities:
Demonstrates leadership traits including effective communication, supervisory skills, and the ability to manage workflow.
Demonstrates excellent problem solving and decision making skills to effectively solve and respond to complicated requests.
Excellent customer service experience and a proven ability to meet performance standards.
Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds
Ability to work independently and as a member of a team.
Excellent attention to detail and accuracy.
Able to use authority, knowledge and judgment to effectively respond to complicated requests.
Ability to multi task.
Ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions.
Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint).
Certifications and Licenses: Valid CA drivers' license PHYSICAL REQUIREMENTS*:
Frequently stand/walk, sit, perform desk based computer tasks, use a telephone, and grasp lightly/fine manipulation.
Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weigh up to 20 pounds, writing by hand, sort/file paperwork.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job. WORKING CONDITIONS:
Varied shifts required, including evenings and weekends.
May work extended hours.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
Location: Residential & Dining Enterprises, Stanford, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 12000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford is an equal empl...oyment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford also welcomes applications from others who would bring additional dimensions to the University’s research, teaching and clinical missions.