View my profile

Manager, Lodging Operations

Czech Republic - Prague

APPLY NOW
Expedia

Manager, Lodging Operations

Expedia Group is currently looking for motivated individuals, with a bias to action, and who have an obsession for customer satisfaction to join our Market Operations contract centre team.

In this position, you will partner with market management and Expedia Group brands, and lead the team to provide inbound and outbound support to our hotel and property partners. By putting yourself in the shoes of the partner, you will help them attract travelers

Primary customers are Brand Customers, Sales team (Market Management) and hotel partners. By putting yourself in the shoes of the partner, you will help them attract travelers

What you'll do

  • Motivational leadership of team in a call center environment
  • Continuous improvement of processes and workflow analysis
  • Ongoing training, career path development and soft skills/employee development of agent teams
  • Accurate reporting and tracking of operational performance; developing action plans
  • Monitor progress towards all performance metrics – average handle times and low abandonment rate
  • Leadership by example – excellent customer service and hotel partner support focus
  • Developing communication plans to ensure key partners are kept apprised of status and issues.
  • Lead team in existing processes and urge out of the box thinking in order to drive improvement to all processes and procedures from the front line

Who you are

  • Proficiency in English language skills
  • University Degree; or equivalent
  • 3-5 years’ experience in leading teams with varied strengths
  • Experience in process development and improvement
  • Proven successful record of managing operations or call center teams
  • Excellent communication and social skills
  • Strong analytical skills including trending, forecasting, financial and performance management
  • Demonstrated ability to work autonomously
  • Positive and solution-oriented attitude

Relentlessly Strive for Better

  • Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers
  • Generates new ideas, challenges the status quo, takes risks, supports change, encourages innovation, solves problems creatively

Have a Bias to Action

  • Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development
  • Manages a fair workload, prioritizes tasks, develops good work procedures, manages time well, handles information flow and spends majority of time and resources on high priority items
  • Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability

Be Open and Honest

  • Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, listens carefully and considers what others have to say, including differing viewpoints
  • Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad

Be Data Driven and Business Judgement Led

  • Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, communicates decisions to others

Why join us

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Diversity statement

Expedia is committed to creating an inclusive work environment with a diverse workforce. All applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
APPLY NOW

R-39108

Job Category
Partner Services Group

Job Function
Hotel Partner Operations

Location
Czech Republic - Prague

Job Type
Full-Time Regular

Go to top