ITS Careers

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Group and Event Supervisor - Nationwide

The Group & Event Supervisor is responsible for leading, coaching, and supporting the Group & Event Travel Consultants to ensure exceptional customer service, operational efficiency, and adherence to company standards. This role oversees daily operations, monitors performance metrics, drives process improvements, and supports team development in a fast-paced corporate travel environment.

Department:
Operations / Group and Event Team
Reports To:
VP of Operations

Key Requirements & Qualifications:

Minimum of 5 years of experience as a Team Lead or Supervisor within a corporate travel management company, including Sabre experience.

Strong ability to coach, mentor, and monitor consultants to improve productivity and efficiency.

Thorough knowledge of the travel industry, including proficiency in applicable CRS/GDS systems and proper utilization to support vendor commitments.

Previous experience with online registration platforms, preferably Cvent.

Demonstrated commitment to high ethical standards, professionalism, and fostering a diverse and inclusive workplace.

Ability to thrive in a fast-paced, high-volume environment.

Strong problem-solving and decision-making skills in live operational settings.

Mid-office quality control experience preferred.

Excellent skills in:

  • Organization and follow-up
  • Analytical thinking
  • Flexibility and adaptability
  • Customer service
  • Verbal and written communication
  • Time management
  • Proficient knowledge of Microsoft Excel, - including data entry, simple formulas, and organizing information in spreadsheets.

Consistently demonstrates positive behavior, teamwork, and leadership.

Ensures team compliance with company standards related to customer service, productivity, quality, and operating procedures.

Essential Duties & Responsibilities

Team Leadership & Support

Provide agent support across reservations, ticketing, and customer service.

Supervise Group Consultants in areas including motivation, training, productivity, quality, professionalism, customer service, and overall performance.

Conduct monthly agent monitoring and provide coaching on strengths and improvement areas.

Complete annual performance reviews.

Assist with Performance Improvement Plans (PIP) and address conduct not aligned with company standards.

Lead weekly team meetings to communicate updates, new processes, and areas for improvement, encouraging proactive feedback and solutions.

Operational Oversight

Monitor call and email volumes to ensure all SLAs are met.

Assist with answering reservation calls and emails during peak periods.

Analyze existing workflows and present recommendations to improve efficiency, prioritization, and organization.

Maintain open communication with the team using collaboration tools, including Teams and video meetings.

Monitor and approve agent timecards daily.

Participate in the application and oversight of mid-office products to ensure PNR integrity.

Future Responsibilities

Present and sell products directly to clients and prospects.

Conduct detailed needs analyses to ensure all group requirements and options are clearly understood and fulfilled.

Coordinate, plan, and facilitate group, meeting, and incentive travel, including all-inclusive programs as required.

Build and manage online invitations, registration sites, and surveys.

To Apply

Send your resume with cover letter to careers@its.com for consideration.

Position Description Subject to Change