General Information
Job Posting Date: 09/04/2015
Department: Client Services
Pay Range: DOE
Work Schedule: Monday - Friday, 8:00a - 5:00p
Hiring Manager / Contact: Human Resources
Location:
Primary Responsibilities
- The Director- Global Client Services is responsible for the leadership and day to day management of the Global Client Services Department, located in Seattle, WA.. The position requires a committed, resourceful, and goal oriented individual to provide supervision, oversight, coaching, training, and transactional management of a tri-regional, 24/7 team. This role is accountable for establishing and enforcing all processes and procedures related to fulfilling reservations within the ABODA GCSC. In addition, the Director of Global Solutions Center is responsible for the annual budget process and monthly forecasting for the Center. As leader of the Global Client Service Center, the position requires the ability to partner with internal resources such as sales, account management, Global Supplier Management, finance, and various other departments, as necessary. Specifically, the position will liaise with the Vice President, Global Client Services to help design and implement world class onboarding and account management. The focus of the Director, Global Client Services Center is to increase revenue generated by client relations through diligent oversight and management of the complete booking process and reservation cycle. This position requires an individual who can align themselves and their day-to-day functions with the Core Values of ABODA.
- • Monitor team performance in respect to Service Level Agreements • Achieves strategic customer objectives defined by company management • Drives top block customer satisfaction ratings to meet and exceed company goals • Overseeing and monitoring through reports, apartment inventory and availability, guest reservations and client/guest billing • Identify opportunities to improve efficiency and implement procedures in response • Keep in constant communication with Leasing Department about current booking trends • Work with Accounting to ensure accurate and timely billing/audits • Audit coordination of all departments in relation to guest experience (MO/QA Report, Arrivals Report, A PLUS Cleans Audit, CC Audit etc...). • Work with Managers/Staff to resolve service escalations • Conduct Weekly team meetings • Conduct Daily Huddles • Approve Vendor Invoices • Attend and contribute to weekly Operations Meeting • Attend and contribute to bi-weekly Corporate Housing Mgr Meeting • Attend specific Client meetings when requested • Send out departmental updates as needed • Manage Client follow-up process • Enter new clients into CRM and Oscar • Manage Night Auditors/Reps • On Call main point of contact • Analyze Occupancy Report on a daily bases • Manage CRM work flow • Enter & Manage issues in the Guest Experience Log • Manage day-to-day issues that arise with customers, vendors or associates with guidance from the Vice President of Corporate Housing • Perform interviews, hiring and training • Conduct reviews, counseling opportunities and terminations • Manage Ascentis time clock system, approve/deny employee time off requests, process timesheets according to pay schedule • Facilitate Integrating, Training, Schedule, and WIMS of new employees • Create and maintain recognition programs • Provide advice and coaching opportunities to Consultants/Associates as needed • Stay updated and update Vice President of any critical guest/client/employee issues • Work with Vice President to implement new processes • Provide back-up assistance for Reservations Inbox
Additional Responsibilities
- • Maintain organized clean work environment • Due to the seasonal/cyclical nature of our business, employees are asked from time to time to help out in other departments at various times throughout the year. • Attend and participate in schedule meetings • Special projects
Knowledge, Skills and Qualifications
- • Must be organized, self-motivated, detail oriented person who can work in a fast paced environment and multitask • Must have excellent customer service skills, possess interpersonal and human relation skills and consistently model those behaviors • Strong leadership, communication and team building skills. • A people person; fair, concerned, tactful, professional and respectful with a sense of humor. • Able to work with senior executives on changing strategic initiatives • Able to work with managers on people, process and growth • Receptive and responsive and possess the ability to facilitate the communication and manage all levels of staff • Can provide the environment to help motivate staff through recognition of their existing and potential skills while considering the company’s quality and productivity standards • Confident, enthusiastic and a strong commitment to the job and the company • Able to foster an atmosphere of creativity and openness • Strong innovation and experimentation skills; a strong drive to be successful
Education, Training and Certification
- • 4 Year College degree required • CRP, GMS, CCHP certifications a plus • Intermediate computer skills of MS Windows, Office and Outlook, Excel and Word