Manager, Lodging Operations (Based in Kuala Lumpur)
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Manager, Lodging Operations(Based in Kuala Lumpur)
The Manager, Lodging Operations will be responsible for driving creativity, efficiency, and ownership into the operations team servicing North-East Asia (specifically Mainland China, Taiwan, Japan or Korea). As a people manager, he/she will ensure open communication among team members, set clear goals and paths, and enabling collaboration with other teams to achieve business goals. This role will be reporting into the Director, Lodging Support Services, who will be responsible for the overall strategy and will provide support and guidance to the Supervisor in the people management and operational functions.
The successful candidate must be hands on, build, and maintain a motivated team of associates, and work effortlessly cross functionally to influence and drive business results. He/she will be passionate about the work, detail-oriented, analytical, and have excellent problem-solving capabilities. He/she will be working to drive & implement effective & scalable solutions to address and resolve challenging business operations issues, have excellent project management skills, and be able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way.
What you’ll do:
Support organizational strategy, focus & direction, and leading a culture of continuous improvement
Contribute to the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all offline work queues
Support and monitor KPIs and reporting tools to measure operational effectiveness
Consistently meet or exceed KPIs established for the team, ensuring consistent delivery against quality and productivity standards
Drives a culture of compliance, root cause analysis and continuous improvement
Ensure issues are escalated, tools and resources are made available; removing barriers and obstacles preventing agents from successfully completing their work assignments; escalating to vendors and suppliers to bring satisfactory resolution to system (technology or human) failures
Maintain balance between big picture and moving individual issues to conclusion
Drives effective decisions within his/her authority supporting Expedia customers and suppliers, escalate as necessary
Exercises good judgment in decision-making on behalf of customer and supplier relationship management
Maintain and promote excellent client relations by managing a prompt and accurate response to email and phone communications
Be highly effective in managing multiple projects simultaneously
A problem-solver who can make independent decisions, be able to actively listen, and communicate clearly and concisely
Who you are:
Bachelor’s degree or related field; or equivalent related professional experience
2+ years of people management experience
Oral and written fluency in English and either Mandarin, Japanese or Korean is a must
Strong experience with web-based applications
Good and specific (native level) knowledge of the markets in North-East Asia (specifically Mainland China, Taiwan, Japan or Korea) in order to provide expert knowledge to the business whilst providing first in class service to the partners in these regions
Be able to lead and manage teams of 10 or more people in dynamic and fast-paced environment in a globally distributed model, with resources representing multiple-disciplines
Proven track record in operations management and managing through rapid changes in technology, processes, and team tasks, with a focus on customer service would be appreciated
Strong data analytical and reporting skills
Excellent skills in communication, cross-team work, and finding creative solutions
Organizational and interpersonal skills and drive, professional demeanor, positive attitude
Ability to grasp technical and abstract concepts, maintain large-picture perspective of processes, and quickly learn and incorporate technology/software tools
Experience in hotel or travel-industry will be an advantage
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
Malaysia - Selangor - Subang Jaya
Operations & Services
ID # R-80419
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