**Supervisor, Lodging Support Services**
Expedia Group is currently looking for motivated individuals, with a bias to action, and who have an obsession for customer satisfaction to join our Service & Operations team.
The Service & Operations Team provides information, support to our valued property partners and internal Expedia sales teams.
With teams in more than 35 locations around the world, we are passionate about fast and effective operations with our primary goal of providing resolution the first time, every time.
In this position, you will partner with internal teams and supervising the team to provide inbound and outbound support to our hotel and property partners.
**What you'll do**:
- Motivational leadership of team in a high-volume atmosphere with strong partnership in delivering the right solution for each unique property type
- Supervise and track Service Level performance to identify drivers and solve systemic issues negatively impacting partner and customer experience
- Continuous improvement of processes and workflow analysis
- Ongoing training, career path development and soft skills/employee development of team
- Accurate reporting and tracking of operational performance; developing action plans
- Monitor progress towards holistic performance measurements along with the gold standard of service
- Leadership by example - excellent service and customer 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
- Responding to critical & complex lodging partner issues, collaborating with market management and other internal teams
- Educating partners to self-served to manager their own accounts in Expedia Group
**Who you are**:
- Proficiency in English and Spanish, Portuguese is a plus
- Bachelor's in any related field; or equivalent related professional experience
- 3-4 years' experience in leading teams with varied strengths
- Experience in process development and improvement
- Experience in customer service-oriented industry
- Strong analytical skills including trending, forecasting, financial and performance management
- Demonstrated ability to work autonomously
- Positive and solution-oriented attitude
- Hotel/Travel -industry experience will be a plus
- Excellent communication skills
- Choose Fearlessly:
- Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new insights, 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
- Go get what's next:
- Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability
- Create an environment for growth and the ability to develop our teams to get what´s next
- Generates new ideas, challenges the status quo, takes risks, supports change, encourages innovation, solves problems creatively
- Trust each other:
- Builds confidence within the team and other internal teams
- Listens to others' perspectives and clarifies meaning before responding
- 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
- Force Simplicity:
- Keen eye for detail and high level of accuracy
- Ability to handle situations effectively; to set expectations and deliver information in a positive way
- 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
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