Req ID: 13172Required Education: Bachelor of ArtsRequired Experience: 10+ YearsDescription: The Expedia Local Expert„¢ (ELE) team in Hawaii is seeking a talented management professional to play a critical leadership role in a growing business that focuses on guest service and sales.

The Regional Manager manages a territory of ~25 activity and concierge desks on the islands of Oahu and Kauai.

This position reports to the General Manager and has a staff of ~5 Concierge Managers, each of whom manages a team of ~16 concierges.

The Regional Manager for Oahu and Kauai also works closely with the Regional Manager of Maui and the Big Island to deliver exceptional service and sales across the entire market.

The qualified candidate has a track record of success leading a team of people who in turn manage service and sales personnel across multiple locations.

The ideal Regional Manager has broad and deep knowledge of the activities and services available in Hawaii.

Core Responsibilities
Leading and coaching Concierge Managers and concierge staff to deliver exceptional guest service and sales results.

This includes: - Hiring, training, and coaching Concierge Managers.

- Overseeing Concierge Managers as they hire, train, coach and mentor their concierge teams.

- Ensuring that Concierge Managers are effectively managing schedules and staffing.

- Managing team and individual performance, taking corrective action with appropriate speed and rigor.

- Resolving employee relations issues as they arise and escalating to HR as appropriate.

- Helping to set and enforce company and location-specific policies
Developing, implementing, and ensuring the success of programs to improve service and sales.

Activities will include - Defining goals and measures of success.

- Setting clear targets and milestones.

- Organizing and leading or facilitating training sessions.

- Tracking results.

- Coaching teams and individuals.

- Providing feedback to the leadership team.


Maintaining operational controls to prevent loss, theft, or misuse of company assets, including cash, ticket inventory, property, and records.

Helping the General Manager to identify control gaps and to develop and implement solutions.


Developing and maintaining strong relationships with lodging and activity supply partners.

The Regional Manager will be responsible for ensuring that ELEs partners are satisfied with the quality of service that ELE provides on their properties.

The Regional Manager will also support efforts to develop new relationships and new sources of profitable revenue.


Acting as a key member of the local leadership team.

The RM will work closely with local leadership and the extended Destination Services team to help develop and execute strategy for the local market.

This includes active participation and leadership in decisions regarding: - Business development opportunities.

- Opening or closing locations.

- Marketing and promotions.

- Pricing.

- Incentive programs.

- Concierge compensation.

Qualifications
Bachelors degree or equivalent professional experience
10+ years management experience in sales and/or business operations
3+ years experience managing other managers
Proven success in developing, coaching, and mentoring effective service and sales teams
Proven success in building and growing working relationships with a wide variety of external partners
Excellent oral and written communication skills
Solid experience in financial reporting, forecasting, and planning
Experience in the hospitality and/or activity sales field preferred* * *About Expedia Local Expert„¢Expedia Local Expert (ELE) offers face-to-face personalized recommendations and assistance in booking events, activities, tours, attractions and other services that travelers seek in their destinations.

ELE focuses on providing exceptional service to our guests, our lodging partners, and our supply partners.

We help travelers get the most out of each destination, which in turn helps our lodging partners develop loyal guests and helps our supply partners grow their businesses.

ELE professionals are passionate and knowledgeable about their markets.We have four aspirations.

We want every guest to feel that an Expedia Local Expert Concierge was the highlight of the visit.

We want every lodging partner to feel that an Expedia Local Expert Concierge provides the best service on the property.

We want every supply partner to feel that Expedia Local Expert has the most positive impact of any company in the market.

We want the world's finest concierges and managers to feel that Expedia Local Expert is the best place to work.

With access to a rich portfolio of thousands of tours and adventures, ELE operates concierge and activity desks in more than 80 hotels and retail locations in Hawaii, Las Vegas, Orlando, San Diego, and the major resorts of Mexico.

ELE also provides concierge services in the Dominican Republic, London, and New York City.

ELE is actively pursuing growth opportunities in these markets and expanding into new markets.

Expedia, an equal opportunity employer, offers an exciting opportunity for qualified career-motivated professionals.

We provide competitive compensation and the chance to work with talented people in a winning, successful, and pleasant environment.

We offer many premium benefits to our full-time employees including 401(k) with an employer match, medical, dental, life insurance, vacation time and much more.

Please indicate your availability when submitting your resume and/or application.

Additional Information: Travel Percentage: 25%

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