Manager I, Lodging Service Operations
Location
Gurgaon | India
Job description
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Manager I, Lodging Service Operations This position is of an Associate Manager, Service Operations and the individual will be responsible for driving creativity, efficiency and ownership into the global lodging operations team located in our Gurgaon office. This is a people leader role, and the individual would be responsible for managing the day-to-day operations of team members who provide service to customers.
What You'll Do - Develop and implement team policies and procedures and update as necessary
- Responsibile for c ustomer service complaints and inquiries received through multiple channels, working with the teams to ensure timely and appropriate resolution for customers
- Identify potential process and system inefficiencies and develop corrective or new strategies
- Call out process and knowledge gaps that leave Expedia Group unduly exposed to customer* dissatisfaction and litigation
- Understands the various tasks being performed by direct team members and the risks for our business and our customers* of these tasks being done incorrectly or ineffectively
- Works to become a subject matter expert for team. Solid understanding of the process and system steps required of team members, and knows where to direct team for answers on infrequent or complex processes and situations
- Educates team on changes to operational processes, reminds them of correct practices and supports their knowledge development through coaching and training
- Prioritizes actions by understanding the connection between business activities and outcomes
- Support project initiatives, identifying champions as subject matter experts
- Identifies customer* or market trends to identify and recommend process improvement
- Works with staff to develop individual development plans addressing employee needs and meeting team goals
- Evaluates performance regularly, identifying learning need
- Uses appropriate coaching techniques to unlock team members' potential to grow their skills and help them drive their performance
- Creates an inclusive and diverse work environment
- Clarifies roles, accountabilities and decision-making among team members
- Successful in talent acquisition and enables successful onboarding of new team members
- Helps team members prioritize and link daily work to broader objectives
- Manages workloads to ensure all team members are fully deployed and skills are matched to the work requirements
- Through successful employee analysis, identifies attrition risks and engagement challenges, and implements action plan to minimize risks
- Proactively and transparently manages conflict
- Assists in assessing current skills needed to complete work within the team
- Assists in planning for financial/material resource usage
- Assists in assessing resource usage and duplication
- Liaises with peers in other teams/sites to provide joint support for resource optimization
- Maintains good relationships with peers in same site or department to provide support and collaboration, sharing of best practices, etc.
- Builds working relationships with colleagues in affiliated roles and departments, including those outside own business unit, to improve collaboration, support product/solution design, and improve customer* experience
- Ensures team is prepared for any business continuity issues that may arise
- Proactively supports the appropriate handling of any business continuity incident that occurs impacting the site or team
- Identifies opportunities to support other parts of the business impacted by active business continuity issues
- Open to work in 24*7 work environment
Who You Are - Bachelor's degree in a related field; or equivalent related professional experience
- Prior experience as a people leader is a must (anything between 1-3 years would be preferred)
- Previous experience in managing a team size of 15-20 team members with would be preferred.
- Proven results on driving & delivering strong results on metrics.
- Experience with customer/partner-focused organizations.
- Proven record of being driven by data analysis and fact-based decision making.
- Good written and verbal communication skills.
- Strong attention to detail, excellent organization skills, and ability to manage multiple activities.
- Prior experience in travel / hotel would be good.
- Skilled at using data to analyze business performance.
- L ooking for a candidate with strong people leadership - high on people engagement & retention
About Expedia Group Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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