Operations Manager

Position Description:

Primary Objective of Position

This position will oversee the follow departments: VIP Executive Services, Group Travel Services and Meeting Planning. Particular emphasis will be on the VIP Executive Services team responsible to provide elite concierge services for our top VIP travelers. The successful candidate must have strong operational, written and verbal communication skills and above all provide impeccable leadership qualities in every aspect of job performance.


To be responsible for assuring profitable operations and client retention in assigned branches, to provides leadership and direction necessary to achieve overall profit performance and to increase growth, profitability and quality through the direct management of at least 3 branch offices.

Major Areas of Accountability
1) Manages profitable operations through leadership of branch staff and monitoring service and quality levels on a day-to-day basis. Works with staff to ensure that productivity, accounting, human resources and operational standards are met at the lowest possible cost per transaction while providing optimum customer service.

2) Ensures retention of clients by establishing and maintaining standard client service measurements in all offices and adjusting operations as appropriate/performs Account Management function on all client service issues as needed.

3) Analyzes and identifies problem areas and takes immediate corrective actions including:
o Monitors branch sales and manages quality of service and business yield.
o Ensures proper staffing levels to achieve or exceed company productivity/service quality standards.
o Controls operating expenses.

4) Analyzes monthly P & L's for accuracy, changes and improvements creating SMART action plans to correct identified problems; prepares budgets and profit improvement planning.


5) Identifies and recommends to headquarters telecommunications, technical advances and third party applications for large commercial operations or desirable marketing, advertising and promotions for retail operations. May act as the wholly owned representative on local marketing committees within region.

6) Maximizes bottom line by delivering business to our preferred vendors.

7) Targets small commercial accounts or incremental business from corporate customers and directly solicits accounts with branch manager or account executives as needed.

8) Develops and maintains communications with senior management to ensure that they are advised of all operational changes and progress.

9) Reaffirms duties in a prompt and effective manner. Initiates projects and makes recommendations to improve profitability of the Regional operations.

10) Ensures open verbal and written communication with branch offices by making required standard branch visits at least monthly.

11) Recommends and pursues acquisitions to expand Carlson Wagonlit Travel.

12) Keep immediate supervisor informed of major problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.

13) Perform all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.

14) Maintain a working relationship with all other Carlson Wagonlit Travel departments to foster maximum employee morale, productivity, and efficiency/effectiveness.

15) Perform other duties and responsibilities as required or requested, including special projects.

16) Manages personnel functions to staff and retain qualified and competent personnel through effective recruitment, supervision, training recognition, counseling and performance.



Position Requirements:

Knowledge and Skill Required
Bachelor's degree with experience managing a retail agency or equivalent related experience. Strong knowledge and experience in retail marketing and commercial sales solicitation. Knowledge of CRS/ADS systems, applications and office procedures.
Knowledge of automated reservations systems, general familiarity with supplier, wholesale airline, rental car and cruise line operations for retail operations, specific experience with P & L accountability and personnel responsibilities equivalent to five to seven years in sales/travel industry management positions. Understanding of telecommunications and IT or MIS applications.

Judgment Required
Position has opportunity for independent action, recommends policy changes to management.

Influence on Cost and Sales
Position has important impact on costs or profits. Errors or poor handling could cause loss of accounts or costly corrective action. Position has budget accountability

Personal Requirements
Excellent knowledge of financial operations, goal oriented and strong leadership ability, strong inter-personal skills.

Supervision of Others
Branch Managers and or Supervisors


Position Attributes:




Business Unit:

4CWTA - Carlson Wagonlit Travel

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=494604-3-73