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Operations & Group Department Manager - US

Manage operations teams supporting ATPI client base and oversee Group Travel Offering for all clients. Coordinate activities focused on operational protocol for client support including rig move consultation, crew roster management and logistics, and end-to-end group travel including negotiation, management and booking of small to large groups. Ensure training, technology and tools are available to consultants for optimum service performance. Uphold service deliverables for clients and make certain program objectives are being met. Develop operational protocol and solutions to drive customer travel programs forward and exceed client expectations.

  • Ensures service delivery and customer satisfaction
    • Works as a subject matter expert in the corporate. marine, energy and offshore sector as well as group and VIP services.
    • Trains and coaches employees
    • Aids in operational aspects of account implementations and makes certain operational requirements are met
    • Coordinates operational deliverables according to client specifications
    • Ensures data quality standards are met for the team and client base
    • Collaborates with various regions, departments and management team to ensure company objectives and client requirements are met
    • Works in tandem with account management on client initiatives
    • Assures adequate staffing levels
    • Negotiates and arranges group travel including contracting, accounting, and service delivery of group travel bookings
    • Oversees all aspects of daily operational activities
  • Monitors team performance and aids in employee development
    • Measures operational metrics and takes action to improve performance
    • Mentors staff and identifies potential for succession planning
    • Recruits and coaches new employees
    • Trends performance issues and takes corrective action as required
  • Supports company objectives, products, technologies and initiatives
    • Upholds company policies and procedures; makes suggestions for quality improvements or efficiencies
    • Supports product development, technology changes and service offerings
    • Maintains rapport and works professionally with suppliers, vendors and third party companies
    • Embraces technology initiatives and works with team members to ensure proper training and deployment
    • Takes an active role in identifying service improvement opportunities, process improvements and reduction of errors
    • Understands and applies Human Resource and employment guidelines

Knowledge and Skill required:

  • Excellent communication and interpersonal skills
  • Able to build strong client relationships and present information in a concise and informative manner
  • Overall understanding of technology platforms, GDS functions, Microsoft applications
  • Able to work in cross-functional teams
  • Knowledge of international reservations, geographies, faring and routings as well as general knowledge of marine, offshore and energy industry
  • Knowledge of group reservations, vendor contracting, presentation of offering to client and reconciliation of group bookings
  • Able to create a team environment and positive team relations
  • Recruiting
  • Adept at research and problem solving
  • Developing people and talent management
  • Performance management
  • Facilitates change
  • Supportive of company objectives and seeks opportunities for improvements
  • Manages with financial objectives and budgetary considerations in mind