Communications & Development Manager

Responsibilities

JOB SUMMARY : Responsible for recruiting, training, coaching, and developing new RSSC team members. Develop and compile curriculum for the creation of training manuals.

Oversee the communication of policy and / or departmental changes. Manage reporting, QA, testing, team incentives, and accounting functions.

DUTIES & RESPONSIBILITIES :

• Determine training needs through evaluation of team member performance, surveys, focus groups, and feedback. Identify areas of improvement and provide recommendations to leadership and / or stakeholders.
• Write, design, and update training and resource materials for Call Center and Regent support groups including Sales, International sales, and Air Services.
• Oversee the development and enhancement of departmental policies and procedures as it pertains to training and quality assurance.

Analyze new requirements and make recommendations for implementation.

• Facilitate recruitment efforts by conducting phone and / or virtual screenings of potential candidates. Discover, plan, and host hiring events acting as brand ambassador for RSSC.
• Open and track all new hire tickets for onboarding of upcoming training classes. Develop curriculum and content to successfully conduct new hire training for all RSSC Call Centers.

Evaluate trainee performance and training delivery to ensure team members in curriculum meet departmental and business unit standards.

• Hold periodic Quality Assurance and new hire meetings for all new hires throughout the first 6 months of employment. Communicate findings and escalate concerns to leadership.
• Support and motivate team members to achieve booked sales targets, sailed revenue goals, and ensure excellent customer service.

Track KPI's, analyze trends, and compile / submit incentive payouts for approval while collaborating with Payroll team for distribution.

• Act as point-of-contact to resolve issues involving team members, travel partners, and / or guests, by taking appropriate actions and collaborating with other internal departments using the Company's set policies and procedures.
• Manage all departmental communications. Strategize with Revenue Management and Marketing teams to design / distribute upcoming promotions effectively.

Highlight restrictions and train Regent team members on large scale changes to ensure compliance.

Oversee ARAP report in collaboration with accounting, reservations, and groups departments; adjust bookings and distribute calls to collect or push overpayments as needed.

Investigate and resolve any variances or discrepancies prior to approval.

• Liaise with business technology partners and other business owners to test and approve enhancements of NVS, department systems, new promotions, and all modifications or new policies / procedures.
• Perform other job-related functions as assigned.

QUALIFICATIONS

DEGREE TYPE : Bachelor's Degree

FIELD(S) OF STUDY : Business Administration, Hospitality, Marketing, or related field.

EXPERIENCE :

• Minimum 5 years' experience in training development, business analysis, content creation, and / or systems training.
• Project management experience preferred.

COMPETENCIES / SKILLS :

• Must be proficient in Microsoft Word, Excel, PowerPoint, Outlook, Publisher, SharePoint, and Prezi in order to create recruiting / training materials.
• Excellent interpersonal, verbal, and written communication skills required to effectively communicate with team members and facilitate training.
• Strong organizational and time management skills required to work in a fast-paced work environment and drive recruitment efforts.
• Ability to track, analyze, and identify trends. Present opportunities for improvement.
30+ days ago