Team Travel Coordination Manager

The Team Travel Coordinator (TTC) Manager position is responsible for overseeing the TTC department personnel and ensuring successful customer service outcomes as outlined by Traveling Teams Inc.’s standard operating procedures. The TTC Manager is responsible for maintaining the company’s brand image and delivering exceptional leadership. This entails training and developing department personnel, overseeing team productivity and quality of service, and enforcing procedural compliance.

They act as a secondary support system for the TTC team members by answering questions, handling high-caliber problems, resolving customer complaints as they arise, and running team meetings to ensure important items are clearly addressed. They are responsible for ensuring the delivery of top-tier customer service expectations, proactively reducing the likelihood of client complaints, and administering disciplinary action when company standards are not met. When necessary, they can escalate issues to the Operations Manager for assistance.

This position requires people management characteristics, leadership/coaching skills, the ability to work in a fast-paced environment, and prior industry experience.

General Duties/Responsibilities:

• Maintain the highest level of communication standards,
• Regularly review and analyze room blocks to ensure rooms are booked by appropriate agreed-upon timelines,
• Work closely with the Addendum Specialist(s) to increase room blocks or hotels based on event demands,
• Keep department managers abreast of issues related to Group Leaders on a routine basis,
• Communicate with department managers and members of the Executive Management Team on high-level issues to ensure appropriate response and resolution,
• Proactively engage internal customers and subject matter experts to effectively manage internal and external customer expectations,
• Routinely engage client contacts, to provide proactive service and actively assess client status, concerns, and expectations,
• Handle guest complaints and disputes following the instant pacification procedures,
• Work closely with the TTC Assistant Manager and TTCs to answer questions and assist with urgent situations that may require further direction,
• Resolve all client complaints as received, whilst upholding the department’s standards,
• Complete timecard review and approvals for hourly TTC employees via ADP Workforce Now,
• Manage daily attendance for TTC employees to ensure proper staffing levels and task coverage,
• Administer disciplinary action against hourly employees when department standards or operational procedures are not being met,
• Structure and host team meetings, training sessions, and 1:1 employee performance conversations,
• Independently support operational needs in the evenings and weekends as needed (“Manager on Duty” or “MOD” shifts),
• Maintain reliable availability and be accessible to promptly attend to stakeholder emergencies,
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to other relevant health and safety procedures, and
• Perform all daily duties as assigned by Supervisor(s).

Required Skills/Abilities:

• Expert understanding of clerical and administrative procedures.
• Excellent written and verbal communication skills.
• Active listening and interpersonal skills.
• Excellent attention to detail.
• WOW service mentality.
• Ability to solve problems as they arise and maintain confidentiality.
• Ability to manage employees while still completing individual duties.
• Ability to manage a high-functioning email inbox with all responses issued within 24 hours.
• Ability to coach and discipline employees as appropriate and necessary.
• Basic computer skills and ability to adapt to new software.
• Familiarity with customer service expectations.
• Demonstrates initiative and leadership qualities.

Education and Experience:

• Bachelor’s degree or higher preferred; Associate’s degree required.
• 1-3 years relevant industry experience, with 1+ years of people management experience.

About Traveling Teams Inc:

Over 20 years ago, Traveling Teams Inc. was founded on the simple concept of service. We decided from the beginning that we would only serve youth sports and, now, we are the leading youth sports housing provider in over 600 markets throughout North America and some parts of Canada. We have forged lasting relationships with all major national hotel brands, CVBs, event holders, and sports commissions. Through these relationships, we have proven successful in managing the volume and prestige of any event. As the Company evolves, we will continue to invest in state-of-the-art technology and always keep remarkable service at the forefront of our vision and model.

Related Key Words: Front Desk, Front Office Manager, Reservations, Call Center, Customer Service, Hospitality, Hotel Manager, General Manager, Hospitality Management, Youth Sports, Customer Relations Manager, Facilities Manager.

Related Key Words: Front Desk, Front Office Manager, Reservations, Call Center, Customer Service, Hospitality, Hotel Manager, General Manager, Hospitality Management, Youth Sports, Customer Relations Manager, Facilities Manager.