Group Program Manager

At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.

Grow your career as a Group Program Manager within Vacations, one of our 14 industry-leading brands. In this role, you will be responsible for overseeing ALG's industry-leading Flexible Groups Program, GroupEase. The Groups Program Manager will manage a team of talented individuals, both stateside and abroad, who are focused on keeping up with daily demand of GroupEase promotional codes, hotel reporting, marketplace questions, and cutting-edge custom event pages. The Groups Program Manager will be responsible for providing education on the program and must be able to handle escalated or special attention items with travel agents and hotels. This position requires someone who can excel in an environment that is both back stage and front stage with a passion for high-level customer service. The Groups Program Manager will also work closely with other leaders within the organization to ensure alignment and opportunities for improved processes and technology enhancements.

A successful Group Program Managerwill:

• Team Leadership
• Manage a team of colleagues, ensuring quality and client satisfaction is achieved with every GroupEase opportunity
• Monitor production and accuracy for GroupEase promotional codes and the application of other group benefits
• Resolve daily escalations in a manner that supports client retention and minimizes loss
• Assist in creating job aids and trainings for internal colleagues
• Work closely with Marketing and Implementation teams to develop external educational resources
• Provide coaching and counseling to existing team members, encouraging their growth and development
• Establish goals for the team and conduct performance assessment reviews; assist in recruiting and HR-related activity
• Present on GroupEase KPIs to leadership team

• Hotel Collaboration
• Manage supplier contracts for participating hotels and work with the Supplier Engagement team to onboard new hotels
• Monitor hotel-funded discount contributions and ensure commitments are being upheld
• Support timely and accurate settlement of earned amenities and concessions
• Process and Technology Enhancements
• Assist in the development and delivery of a new agent portal and Custom Event Pages
• Work with the Technology team to identify, pitch, and execute process enhancements to increase efficiencies and improve customer experience
• Create and develop reports to monitor performance and trends for team members and the GroupEase program
• Demonstrate a commitment to Hyatt core values (included in all job descriptions).
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

A Group Program Manager will have:

• Education-Bachelors Degree
• Must have past experience in overseeing a team or project
• 1+ years in team leadership
• High level project management skills
• Must possess excellent interpersonal skills and the ability to maintain strong relationships both internally and externally
• Supervisor level Customer Service

Additional Skills:

• Early adapter when learning new technology platforms
• Proficient in Microsoft suite
• Base knowledge of Salesforce or other CRM workflow system
• Tour Operator or travel industry experience is a plus
• Knowledge of systems such as Microsoft Office and other office procedures and terminology
• Strong analytical background
• Ability to work collaboratively with colleagues and staff across offices to contribute to results driven and team oriented environment
• Demonstrated commitment to the use of methods and procedures to standardize and streamline operations, identify and implement cost-savings and process improvements.
• Customer Service - Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction

About Apple Leisure Group

As North America's only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands. Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:

• Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
• Resort Brand Management: management of 5-star and 4-star luxury resorts with the Hyatt Inclusive Collection®
• Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®
• Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®
• Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

To learn more about the Apple Leisure Group advantage, visit appleleisuregroup.com.

About APPLE VACATIONS

The # 1 vacation brand in the world for packages to Mexico and Dominican Republic, offers the convenience of one-stop shopping. Apple Vacations® clients have access to flight, hotel, and transfers - they can also choose an all-inclusive resort where meals, drinks, and more are included - all for one affordable price.

Our Values

At ALG, we call our employees Colleagues, because we are more than just employees. We care for people so they can be at their best, we provide a world of understanding and care, and we deliver distinctive experiences for our guests. Our Values, by which we operate:

Empathy • Integrity • Respect • Inclusion • Experimentation • Well Being

ALG's Commitment to Diversity & Inclusion

Living our purpose of caring for people so they can be their best means that we are committed to a workplace culture grounded in diversity and inclusion where Colleagues feel welcome and encouraged to fully participate in the organization. With the value of INCLUSION, we respect all the ways our Colleagues are individually unique and foster creativity and engagement in respectful environments.

Benefits at a Glance (US)

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

• Medical, Dental and Vision Insurance
• Basic Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• Corporate Wellness Program
• Travel Discounts & Deals
• Paid Time Off & Holidays
• 401(k) Plan with Company Match

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.