Regional Manager | Member Care

| Greater Denver Area
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Downtown Denver-based Company seeks a dynamic service-oriented professional who is highly-organized and has experience catering to affluent clientele from around the world. The ideal candidate has amazing customer service skills, natural leadership ability, and strong creative revenue generation abilities. 

 

Responsibilities:

Along with the rest of the Care Management team, this role will assist with managing a region of Territory Managers, Leads, and Personal Vacation Advisors to achieve company goals and objectives around revenue, membership, and service. The primary responsibilities include:

 

  • Support and assist with management activities including but not limited to:
    • Serving as a front-line manager for Territory Managers and Personal Vacation Advisors
    • Communicating team updates and other Member Care news and updates
    • Review and track reports for team KPIs and activity
    • Covering weekend manager on duty shifts and in the office coverage on rotating weekends
    • Managing member cases (service resolution) to the satisfaction of the member while balancing the needs of the club
    • Developing team members and their skills (call quality, leadership, destination knowledge, metric attainment)
    • Recruit, lead, train, and performance manage the regional teams in delivering the highest quality customer service to members in their region 
    • Responsible for anticipating member problems and conducting successful member recovery. The role is responsible for creating a service culture that is highly personalized and anticipatory – create and foster and environment that wows our members
    • Responsible for tracking Region’s appeasement, travel and expense, and surprise and delight budget
    • Strategic planning will be required to lead their teams to relentlessly obtain, track and deliver member requests to achieve the highest quality experience
    • Lead the multi-department efforts for exceptional service delivery with all departments, but specifically with field operations and sales teams 
    • Partner with other regions and departments toward companywide goals

 

Required Skills: To perform the job successfully, an individual should demonstrate the following competencies:

  • Luxury Travel Experience - Experience in the luxury travel industry and interacting with and serving affluent clientele is preferred
  • Project Management - Must be able to manage multiple tasks simultaneously, ensuring that all components of each task are properly presented, managed and reported
  • Problem Solving – Must be able to solve complex problems in a timely manner; gather and analyze information skillfully and efficiently; and work well in group problem solving situations
  • Communication Skills - Must be able to communicate effectively and in a concise manner, both verbally and in writing
  • Presentation Skills- Able to create and deliver presentations that succinctly demonstrate the essence of the material being presented
  • Adaptability - Adapt to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events, appreciates opportunity to adjust and adapt with growing business
  • Innovation – The ability to creatively think about new ways to add value to our members
  • Relationship skills – must be able to develop and maintain strong working relationships with other departments
  • Leadership – a proven leader who can elicit the best results from their team and creating a rewarding professional environment for the team
  • Software Expertise - Proven expertise in the Microsoft Office Suite

Qualifications:

  • A degree in Resort and Hospitality Management is preferred
  • Experience leading a team is a plus
  • Exceptional internal and external customer communication skills
  • Foreign language skills, especially Spanish and French, are a plus

Perks:

  • Competitive compensation
  • Full benefits package including 401(k), medical, dental, and vision.
  • Inspirato Employee Familiarization Travel Program
  • Casual work environment in rapidly growing, fast-paced, entrepreneurial company
  • Credit for gym membership
  • Energetic Lower Downtown Denver location located blocks from Coors Field
  • Fresh fruit delivery service, coffee and tea, fully stocked snack bar, beverage fridge
  • Regular fun employee events and professional development opportunities
  • Opportunity to work with passionate, driven, committed, high performing individuals who are revolutionizing the luxury travel industry!

Who We Are

Launched in 2011, Inspirato is a leading luxury hospitality company that provides its members access to hundreds of hand-selected vacation options, delivered through an innovative club model to ensure the service and certainty that affluent customers demand. The Inspirato Collection includes private vacation homes available exclusively to members and guests, villas and homes at world-class resorts, hotel rooms and suites at members-only value, and remarkable adventures in faraway lands and at world-renowned events. In 2019, Inspirato launched the world’s first luxury travel subscription: Inspirato Pass. Passholders enjoy endless travel without paying nightly rates, taxes, or fees. This revolutionary way to travel allows passholders to see more of the world while making lifelong memories.

 

 

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Location

LoDo, Denver's oldest neighborhood, is home to some of the city’s best-known restaurants, galleries, shops and boutiques.

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