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GEM Administrative Coordinator

POSITION SUMMARY:

 

This position will do a variety of tasks. First, this position will assist Executives that request assistance with difficult calls, emails, or letters and guests that escalate in person at the corporate offices. This role will be responsible to action requests expeditiously and follow-up with all parties involved. They will own whatever escalation comes their way and will be responsible for their full resolution. You must be confident, and controlled, yet have the versatility needed to be in synch with the expectations of our guests, while also finding a balanced approach for the business.

 

This position will also seek to solve difficult problems by finding opportunities and efficiencies to improve overall guest experience. This position needs an analytical and inquisitive mind to be successful, and will require someone to look for these opportunities, find a solution to these opportunities, and then roll out a plan and execute on the solution.

 

This position will also provide general secretarial duties and support to Directors and AVPs. Prepares communication, presentations, and spreadsheets, and addresses general correspondence. Main point of contact with external organizations and vendors. Attends to phone, file maintenance and daily calendar for executive meetings and conferences; coordinates travel arrangements and completes expense report for executive.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

  • Provides general secretarial support to Directors, manages daily calendar and schedules meetings.
  • Prepares general communication, presentation, and reports.
  • Assists in preparation of presentations.
  • Compiles data and prepares general reports.
  • Orders supplies and administers supplies, oversee supply expense.
  • Manages executives travel calendar and prepares itineraries, makes all necessary arrangements for meetings.
  • Prepares expense reports, reviews invoices, and prepares MAC¿s.
  • Addresses general inquiries from other executives or external vendors.
  • Examines booking history, accounting information, related documents and correspondence, and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales, etc. to obtain facts regarding travel agent/guest complaint.
  • Provides exceptional service and resolution to parties involved.
  • Follows up on recommended adjustments to ensure customer satisfaction and business effectiveness.
  • Recommends improvements to management in product, booking documentation methods, revenue management procedures, service, accounting methods and procedures, etc. to prevent future complaints of similar nature.
  • Face to face problem resolution with escalated guests
  • Analyzes data and issues to find efficiencies in our systems and processes.
  • Meet and exceed departmental targets.
  • Performs ad hoc requests as required.

 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

 

QUALIFICATIONS:

 

  • Strong grammar and communication skills.
  • Strong analytical skills
  • Strong interpersonal and organizational skills.
  • Must be able to maintain strict confidentiality and discretion in dealing with issues of business & personal nature.
  • Must be able to handle activities effectively under pressure & manage multiple tasks based on the defined deadlines.
  • Minimum from three to four years of experience performing professional secretarial activities and administrative support to Director level position.
  • Experience in medium to large corporations desired.
  • Must be able to handle highly volatile individuals and situations.
  • Must possess strong analytical and problem-solving skills are a must.
  • Strength in mathematical calculations such as percentages, fractions, etc.
  • Excellent communications skills, both written and verbal as they must be able to respond to Executive letters via -phone calls or correspondence.
  • Exceptional negotiation skills and ability to defuse high pressure situations.
  • Excellent presentation skills.
  • Must have a high level of competency performing the investigation of travel agent/guest complaints about booking(s), product, service, billing, air arrangements, and credit rating, and/or any pre or post vacation experiences.

 

KNOWLEDGE AND SKILLS:

 

  • Bachelor’s degree (BA) preferred
  • Strong organizational and administrative ability.
  • Excellent verbal and written communication skills.
  • Advanced level in MS Word, Excel, PowerPoint, Outlook and Concur.
  • Expertise in Reservations systems such as GUI and AS400 needed.
  • Strong knowledge of Siebel Customer Service database a plus.
  • One to two years customer service experience and/or training; or equivalent combination of education and experience.
  • Experience in an analytical capacity

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