The Lead Manifest Coordinator ensures the smooth flow of tours to the Asia Pacific Sales Galleries and the integrity of guest/tour information. They are responsible for the handling of reports for team members, and they assist with the daily tasks of the Manifest Coordinators. They set performance standards for Manifest Coordinators and hold them accountable for their overall performance. The Lead is responsible for the creation of manifests (CR) for Japan distribution centers and sales teams, as well as the approval of requests for tour feedback forms, changes in slot availability, and the acceptance of tours.
リード・マニフェスト・コーディネーターは、APACセールス・ギャラリーへのツアーのスムーズな流れと、ゲスト/ツアー情報の正確性を保証します。また、チームメンバーのレポート処理に責任を持ち、マニフェスト・コーディネーターの日常業務をサポートします。マニフェスト・コーディネーターのパフォーマンス基準を設定し、全体的なパフォーマンスに対する責務をチーム全体で理解をして業務を遂行、リードしていきます。リードは、日本のDCおよびセールスチーム向けのマニフェスト(CR)の作成、Update、ツアー・フィードバック・フォームのリクエストの承認、スロットの空き状況の変更、およびツアーの受け入れを確認してプロセスを遂行していきます。
Adheres to protocol standards as established by Hilton Grand Vacations Club and the department Manager
ヒルトン・グランド・バケーションズ・クラブおよび部門マネージャーが定めるプロトコールの基準を遵守します
Assists internal customers (Marketing Executives, Sales Executives, Sales Support Coordinators, and Management) and external guests by phone, E-mails, and Team chat.
社内のカスタマー(ME、SE、SSC、マネージャー)や社外のカスタマーを電話、Eメール、チームチャットでサポートします
Performs all duties of a Manifest Coordinator and provides daily leadership support to th entire team
マニフェスト・コーディネーターの全業務を遂行し、チーム全体に日々のリーダーシップサポートを提供します
Provides current and accurate lead and tour data by conducting daily, weekly, and monthly maintenance of tour data. This is done to ensure the integrity and usefulness of the data.
毎日、毎週、毎月のツアーデータのメンテナンスを行い、最新かつ正確なリードとツアーデータを提供します。これは、データの完全性と有用性を確保するために行われます
Continually monitors Tour Multi-Analysis reports under different sets of breakdowns to ensure data integrity
データの整合性を確保するため、さまざまな内訳のツアー・マルチ分析レポートを継続的にレビューします
Monitors data for inconsistencies/discrepancies in coding and reports it to the appropriate manager
コーディングに矛盾や不一致がないかデータをモニターし、適切にマネージャーに報告します
Presents ideas for process improvements with the Supervisor and Manager
スーパーバイザーおよびマネージャーと共にプロセス改善のアイデアを提示します
Performs all duties of a Manager-on-Duty when the Manager is unavailable with seeking SV and Sr. MGR-Bus Ops support
マネージャーが不在の場合、マネージャー・オン・デューティの業務を、スーパーバイザーやBus OpsのSr. MGRの助けを得ながらサポートします
Updates, maintains and provides new hire and ongoing training for Manifest Coordinators in all approved and required systems, APAC tour rules, coding, marketing promotions, reporting and tour data accuracy
承認されたシステム、APACツアールール、コーディング、マーケティングプロモーション、レポート、およびツアーデータの正確性について、マニフェストコーディネーターの新入社員および継続的なトレーニングを更新、維持、提供します
Assists with scheduling Manifest Coordinators
マニフェスト・コーディネーターのスケジュール管理をサポートします
Conducts one-on-one training/meeting on a routine basis with new and current team members to ensure that data is as accurate as possible upon initial entry, with a focus on the prevention of errors
エラーの防止に重点を置き、初回入力時にデータが可能な限り正確であることを確認するため、新規および現在のチームメンバーと定期的に1対1のトレーニングとミーティングを実施します
Ensures proper phone etiquette and customer service, and process tour bookings to up-to-date with one of the highest standards.
適切な電話応対と顧客サービスと最新のツアーブッキングプロセスが最高水準であることを確認します
Ensures the number of slots in each wave is adjusted to the applicable number of tours and Sales Executives scheduled to work
各ウェーブのスロット数が、所定のスロット数やセールスエグゼクティブの数に合わせて調整されていることを確認します
Creates and updates procedures to ensure the smooth flow of operations within the department
部門内の業務が円滑に進むよう、SOPを作成し更新します
Creates & prints assigned reports in a timely manner and improves reports whenever possible
指定されたレポートをタイムリーに作成・印刷し、可能な限りレポートを改善します
Must know all tour/marketing coding and TC processes
すべてのツアー/マーケティング・コーディングとTCプロセスを熟知していること
Ensures all tour booking information and codings are correctly entered in the system at the end of the month, help support management with EOM tour checking process.
月末に、すべてのツアー予約情報とコーデイングがシステムに正しく入力されていることを確認し、EOMツアーのチェックプロセスでマネジメントをサポートします
Performs any reasonable request by management that supports the department's mission and goals
部門のミッションと目標をサポートするために、その他マネージメントからの合理的な依頼を行います
Review the Tour Feedback Form (TFF) submitted by the Sales Team, make decisions in accordance with Tour Rules, and process them appropriately.
Sales Teamから提出されるTFF (Tour Feedback Form) を精査し、Tour Ruleに則った判断をし適切に処理をします
Make corrections to the Past tour.
過去に行われたツアーに対する修正も行います
Any other tasks and/or duties requested by Management
マネージメントから依頼されたその他の業務
Qualifications 募集要項Must be able to provide professional customer service over the phone/E-mails/Chat 電話やEメールやチャットでプロフェッショナルなカスタマーサービスを提供できる方
Ability to talk, read, and comprehend Japanese /日本語を話し、読み、理解する能力
Moderate proficiency in Microsoft Word, Excel and Outlook
マイクロソフトのWord、Excel、Outlookに中程度の習熟があること
Moderate skills in working with multiple programs and screens 複数のプログラムや画面を扱う中程度のスキル
Intermediate oral and written communication skill 口頭および書面による中級のコミュニケーションスキル
Strong organizational skills to manage multiple duties in a fast-paced work environment ペースの速い職場環境で複数の業務を管理できる高い組織能力
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