Supervisor, Properties Assistance Coordinators Job (Madrid, ES)

Supervisor, Properties Assistance CoordinatorsJob ID #: 19446Company: Partner ServicesLocation: SPAIN - MadridFunctional Area: Hotel/HospitalityEmployment Type: Full-Time RegularEducation Required: Not IndicatedExperience Required: Not IndicatedRelocation Provided: To be determinedPosition DescriptionTeam OverviewThe Properties Assistance Team focuses on providing operational support for PSG Market Management and support for Expedia hotel partner (supplier) experience providing mission critical linkages between Expedia and our partners.Position Overview:The Supervisor, Properties Assistance Coordinators position requires a results-oriented individual to supervise a team of Properties Assistance coordinators (PAC). The PAC team supports PSG Market Management and supplier partners in key operational tasks including, but not limited to; supplier training (Extranet training/password resets etc), Expedia pay training, customer service issue management, content escalation issues, payment and accounting issues, room type and rate plan creation, Close-out (C/O) requests & rejection, DRR loading.Job Functions:Manage and provide subject matter expertise to PAC team, ensuring all tasks are performed to agreed operational standards.Support organizational strategy, focus and direction, leading a culture of continuous improvement.Contribute to the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all work queuesSupport and monitor KPIs and reporting tools to measure operational effectiveness.Consistently meet or exceed KPIs established for the team, ensuring consistent delivery against quality and productivity standardsDrive a culture of root cause analysis and continuous improvementEnsure issues are escalated, tools and resources are made available, removing barriers and obstacles preventing the team from successfully completing their work assignments;Work directly with Expedia hotel partners (suppliers) in Expedia systems on behalf of market management teams in inventory management and other systems, training and guest support.Provide customer service support assistance to Expedia suppliers with general questions.Provide support for escalated customer issuesSuccessfully gather and analyze information in supplier case managementGrow functions in support of suppliers– inventory management services, data entry, and training.Maintain acceptable quality scores on all calls.Maintain acceptable level of performance.Maintain and promote excellent supplier relations by managing a prompt and accurate response to email and phone communications.Provide solutions to the supplier and provide any additional customer service /education as needed.Requirements:Strong written and verbal communication skillsAbility to consistently provide excellent customer service in sometimes challenging circumstancesSolid analytical skills, strategic planning, and business acumenHighly organized and detail oriented with a very strong focus on process, leadership, and continuous improvementActively seeks feedback and is independently driven to gain knowledge, learn new applications, technologies, and skills to drive resultsExperience in a dynamic, high volume environmentGoal-oriented, and uses data in decision making processBuilds relationships that are meaningful in achieving resultsMakes effective decisions within his/her authority supporting Expedia suppliers, escalating as necessary.Investigates and takes action to meet Expedia’s needs.Exercises good judgment in decision-making on behalf of supplier relationship managementIs highly effective in managing multiple projects simultaneously.A problem-solver who can make independent decisions, be able to actively listen, and communicate clearly and conciselyQualifications:University or college graduate preferredFluent proficiency & comprehension in English and Spanish is requiredSome knowledge of Portuguese is desirableExperience of managing a team and ability to train, coach and developHighly organized and detail oriented with a very strong focus on process, trends, and root cause analysisHighly efficient internet and phone skills, MS Office programs and highly proficient/comfortable with computersFluency with internet, computer usage and web-based application skillsAbility to handle difficult or irate customers effectively; ability to set expectations and deliver information in a positive wayStrong ability to multi-task while effectively communicating with suppliersStrong time management skillsAbility to develop effective solutions to difficult problems or situationsIs confident about his/her ability to contribute effectivelyIndependently driven to learn new applications, technologies, and skillsResponds effectively under stressful situationsWith guidance, learns quickly on the jobTakes responsibility for his/her actions and is receptive to constructive criticismExcellent customer service skills: solutions mindset, helping nature, passion for the customer and the customer experienceExperience:Travel industry background with customer service support experience (preferred)Previous experience in customer care position (desirable).Competencies:Core CompetenciesTechnical/Job Competence – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.Vision and Values – Supports vision and values in daily actions and decisions, and in short-term and long-term planning; communicates vision and values to others.Communication – 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.Business Competencies:Problem Solving/Judgment - 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.Organizational Effectiveness - Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and get things done in a complex multi-level organization.Customer Focus - 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.About Expedia, Inc.Expedia, Inc. is the world’s leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: Expedia.com®, hotels.com®, Hotwire®, EgenciaTM, Expedia Local ExpertTM, Classic Vacations® and eLongTM. Expedia, Inc.’s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit http://www.expediainc.com/ (NASDAQ: EXPE).

This position, Supervisor, Properties Assistance Coordinators Job (Madrid, ES), was posted on February 11, 2012. The job is located in Madrid. The employer is Expedia. Since this job has been published, it has been viewed 36 times.