Sr. Manager - Travel Direction

Job Description

Job Description

POSITION DESCRIPTION

The Sr. Manager - Travel Direction ensures the on-site delivery of on-site event operations meet the customer’s expectations and the program specifications.

The Sr. Manager hires, trains and motivates a professional, competent staff to fulfill the on-site responsibilities necessary for successful program execution.

The role works to develop depth within each customer base, and to foster position mastery for each team member.

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS

• Develop a diverse team of Travel Directors that enables ITA Group to confidently staff each program operation with skilled and experienced team members to meet the specific needs of each unique program.
• Immediate Leader to the following team members :
• Team Lead Travel Directors
• Manager, Travel Direction
• Travel Direction Specialist
• Travel Direction Administrator
• Serve as an advocate for the Travel Direction department, and their remote team members, within the walls of ITA Group.
• Collaborate with the Sr. Managers of the Event Solution Lines to ensure cross-department alignment on program operations.

Communicate with each Event Operations Managers on successes and areas for development as program feedback is received.

• Collaborate on client proposals, new program operations and RFPs to ensure Travel Direction is represented. Support the Event Purchasing team members on a quick turn-around of requested information.
• Partner with the Air Event Managers on all Travel Director ticketing, change management, and budgets.
• Maintain availability as needed for any emergency requiring ITA Group support.
• Partner to create and facilitate Crisis Management training, including on-site situations, for all within Event Solutions as well as the sales organization.
• Available 24 / 7 for emergency situations that occur in the world, or with team members.
• Conduct a comprehensive one-on-one meeting with each direct report team member to understand and assist them with their current challenges and recognize successes.

Monthly for internal direct reports and periodically with remote direct reports.)

• Understand each team member’s goals, and areas for growth. Partner with each team member on development plans to foster position mastery and growth opportunities.
• Ensure team members are scheduled in a timely manner for all event operations, based on client experience and consistency, position mastery and leadership opportunities.
• Collaborate bi-monthly with Event Leadership to remain aligned in our goals, and to identify areas for growth and improvement across the business unit.
• Work closely with the Lead Travel Directors to ensure that the entire team understands the expectations for all programs and specifics for that individual opportunity.
• Work closely with Travel Directors to develop best practices and improve efficiencies as it relates to on-site operations.
• Serve as an internal resource for Events on staffing ratios, staffing suggestions and best practices for each type of event presented.
• Represent ITA Group in client meetings, stand-ups and presentations.
• Provide quality control of Travel Direction processes, and identify areas for continual improvement and enhanced processes.
• Adhering to the process outlined in ITA Group’s Policies and Procedures manual for handling performance issues, coach, discipline, or terminate an employee as appropriate and / or necessary.
• Provide recognition of team member performance.
• Provide communication to team members in a concise and timely manner to include policies, procedures, staffing, miscellaneous.
• Provide a positive atmosphere for team members to succeed in meeting their individual position accountabilities which results in providing excellent customer service.
• Commit to bi-monthly communication on team member feedback received, to ensure timely constructive on-site feedback.
• Travel on a minimum of two event operations a year, to remain current on team needs and challenges, to further support our clients and to foster team development in person.
• Utilize the Travel Direction Community Wall, by posting recent experiences and reviewing the information shared by other team members.
• Collaborate with the internal Travel Direction leadership team on all training elements throughout the year.
• Monitor the hours of each team member, with bi-monthly reporting from May August.
• Contribute to monthly communication, via the Travel Talk.
• Manage Travel Direction budgets and areas for growth in this business unit.
• Serve as the SME for the TD Planner.
• Ensure all independent contract TDs are vetted’ by People + Culture.
• At the request of the Director, Travel Services, support other activities within the business unit and carry out additional responsibilities.

Demonstrate cooperation and teamwork in accomplishing the goals and objectives of the business unit.

SENIOR MANAGER ACCOUNTABILITIES

Review candidates for areas of responsibility, conduct interviews, and make hiring decisions based on input from People & Culture.

Submit Personnel Requisitions, Employment Information forms and other necessary documents in accordance with People & Culture and Business Management System procedures.

• Administer the annual review process, including writing or revising position descriptions, preparing performance evaluation responses and / or conducting appraisal conferences and making appropriate salary recommendations.
• Maintain confidentiality on all matters pertaining to company business and personnel issues.
• Supervise staff in accordance with company policies and procedures.
• Translate corporate initiatives and goals into functional / operational and individual goals.
• Establish budgets; monitor and control expenses.
• Track and report scorecard results to senior leaders.

POSITION REQUIREMENTS

• Bachelor’s degree in Business, Liberal Arts, Communications or Event Management, or equivalent work experience.
• Minimum of five years’ experience in the group travel industry, with a minimum of three years of supervisory experience.
• Excellent human relations skills; the ability to be flexible and sensitive to peoples’ needs.
• Effective interpersonal skills with the ability to supervise employees, including communicating staff job accountabilities and performance expectations, and to assess and provide performance feedback.
• Strong communication skills; the ability to develop and conduct client presentations and training programs.
• Commit to teamwork in all situations and in providing superior customer service.
• Proven track record of developing and managing department budget in order to optimize departmental financial performance.
• Ability to listen, understand, and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred.
• Ability to work the time necessary to complete projects or meet deadlines.
• Ability to maintain confidentiality regarding salary and personnel issues.

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and / or ability required.

ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.