Manager, Lodging Operations

The Manager, Hotel Partner Support (HPS) is responsible for leading the lodging operations agent team in a 24x7 call center environment supporting relocations, contact of guests to resolve escalated concerns and inventory management. Primary customers are Brand Customers, Market Management team, and hotel partners. The Manager, LSS reports to the Director, Lodging Operations in the Partner Services Group - Global Supply Operations department supporting all Expedia brands and locations.
Responsibilities include:
• Timely and accurate handling of relocations, guest contact
• Motivational leadership of agent team in a 24x7 call center environment supporting English and Spanish languages
• Continuous improvement of processes and workflow analysis
• Ongoing training, career path development and soft skills/employee development of agent teams
• Remote management of global multi-lingual call center partnerships - reporting, training and coordination
• Accurate financial reporting and tracking of operational performance; developing action plans for improvement.
• Drive to meet all performance metrics - average handle times, low abandonment rate, excellent customer service
• Leadership by example - excellent customer service and hotel partner support focus
• Developing communication plans to ensure key stakeholders are kept apprised of status and issues.
• Lead team in existing processes and encourage out of the box thinking in order to drive continuous improvement of all processes and procedures from the front line