Manager - Travel Direction

POSITION DESCRIPTION

The Manager, Travel Direction is responsible for training new Travel Directors, as well as on-going training opportunities for existing Travel Directors. The Manager supports the efforts of team members working towards their certification goals, provides periodic communications to all team members and fosters overall position mastery for each team member.

The Manager also supports all Travel Directors in the quest to ensure complete client satisfaction throughout all phases of on-site operations. Direct report team members include Travel Director, and Certified Travel Directors. The Manager travels on programs a few times a year, as a Travel Director, to stay connected with on-site needs and the team itself. The Manager assists and supports other department leadership with overall team development.

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS

• Conduct all New Hire Training, Ambassador assignments, and touch base with each individual prior to their first determined number of programs operations.
• Facilitate Lead-in-Training checklist partnerships. Record completed checklists and maintain records regarding the status of this requirement for all eligible team members.
• Schedule and lead a call with all team members following the determined number of program operations, to review their eligibility for a position change.
• Create and facilitate all trainings, including small group sessions, Travel Direction Updates and the annual training in Des Moines. Obtain feedback following all sessions and utilize this feedback when designing future sessions.
• Coordinate yearly Security training, to include on-site situations, as well as integrate risk mitigation sessions with our various partners
• Maintain a resource library, to include recorded trainings, video trainings, and resource documents.
• Collect all certification documentation on every Travel Director by year end. Determine the level of certification each Travel Director has achieved by the end of the fiscal year and communicate each person's level of certification for the next fiscal year.
• Partner with department leadership on providing evaluation feedback to team members on a bi-monthly basis.
• Partner with department leadership on fostering position mastery for all team members, as well as fast tracking development for those identified for leadership acumen.
• Be available to all Travel Directors for queries pertaining to training and on-site expectations. Respond to all queries within 24, but no longer than 48 hours, of their submittal.
• Facilitate the enhancement of the Travel Direction Certification Program on a continual basis. Every two years, the wants and needs of the team must be collected via anonymous survey and work towards those identified needs must be initiated. Yearly feedback from the Travel Direction team will signify if this goal is being met.
• Work closely as Travel Direction leadership to develop best practices and improve efficiencies.
• Support resource documentation and enhancements.
• Serve as the backup to department leadership; to assist with after-hours needs, staffing, and team member correspondence.
• Serve as the immediate Leader to Travel Director and Certified Travel Directors.
• Conduct a comprehensive one-on-one meeting with each direct report to understand and assist them with their current challenges and recognize successes.
• 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.
• Provide quality control of Travel Direction processes.
• Collaborate with the Department Leader to set goals and objectives for the department.
• Work with the Department Leader to support Travel Director assignments, and customer depth.
• Work with the other Managers in Events to work holistically on operations through the life cycle of a program, to ensure all teams are supporting one another. Monthly meeting participation to ensure a strong working relationship amongst other teams within Events.
• Work closely with Travel Directors to develop best practices and improve efficiencies as it relates to on-site operations.
• 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 management and timely responses of all messages to the TD Inbox.
• Travel on a minimum of two program operations a year, as a Travel Director, to remain current on team needs and challenges, as well as to foster team development in person.
• Utilize Backstage, by posting recent experiences and reviewing the information shared by other team members.
• At the request of the Department Leader, support other activities within the department and carry out additional responsibilities. Demonstrate cooperation and teamwork in accomplishing the goals and objectives of the department.

POSITION REQUIREMENTS

• Minimum of five years' experience in the group travel industry, with a minimum of three years of on-site experience. Experience as a Travel Director, with experience in all roles, is preferred.
• Excellent human relations skills; the ability to be flexible and sensitive to people's needs.
• Ability to establish a positive working relationship with individuals who possess a wide range of personalities and work styles.
• Ability to think and act in a proactive manner.
• Demonstrated leadership skills and the ability to work independently.
• Ability to multi-task.
• Ability to display a sense of urgency, ownership and accountability.
• Demonstrated proficiency with Microsoft Word, Microsoft Excel and Microsoft PowerPoint, as well as internet browsing.
• Must be able to mail merge, manipulate data in a spreadsheet
• Basic understanding of printers and on-site technology
• Use of mobile technology & Apps
• Able to pull data and seek information in PerformanceCentral to support the training of others, and on-site needs
• Ability to troubleshoot technology challenges with team members
• SharePoint experience
• Excellent organizational skills with experience in detail-oriented work.
• Ability to lead a team, empower others and delegate responsibilities; desire to lead by example.
• Experience in effective communication and relationship building. Ability to interact with all levels of client management.
• Ability to maintain a social neutrality, only building positive and valuable relationships with team members, and refusing to participate in potentially negative discussions and exchanges.
• Ability to manage conflict in a professional manner promptly and directly.
• Willingness to share best practices with fellow team members; willing to mentor new team members, as well as facilitate a training partnership or presentation, as needed.
• Experience in working with cross-functional teams. Excellent interpersonal skills with the ability to take and give direction within a matrix organizational structure and team environment.
• Ability to maintain a positive leadership style, with professionalism, constant communication and consistency.
• Ability to establish and maintain excellent relationships with client contacts, suppliers, participants and team members.
• Ability to display a sense of urgency, ownership and accountability.
• 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.