THE DEVELOPING MANAGER

Roles and Responsibilities of Manager in Service Industry

Section 1)

INTRODUCTION

The roles and responsibilities of supervisor / manager in services industry have slight differences when managing and supervising sales team. The only difference is that sales will be of intangible offering for customers or clients. After accomplishing objectives and obtaining achievements with 99% results and outcomes the next challenge will be performing beyond the expected level for promotion opportunity. This will prove to the management that while managing sales team there are extra efforts contributed which is developing marketing and managing sales.

The purpose of developing manager project is for understanding the challenges between the roles of supervisor and manager and realizing the importance of achievements of objectives and goals. This will include applying theoretical knowledge and skills into practical scenario for knowing the differences while doing it in real life.

The outline and objectives of developing manager project includes providing appropriate project introduction, describing organization background, identifying products and services that they are offering, developing objectives that are to be achieved by sales teams as per products / services offered, detailing position description and information about sales team, describing roles and responsibilities of sales, presenting achievements of objectives and contributions of sales team, determining future planning for developing marketing activities along with management of sales and identifying recommendation and conclusion.

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Section 2)

DESCRIPTION

1) Sharjah National Travel and Tourist Agency

Sharjah National Travel & Tourist Agency LLC

Sharjah National Travel & Tourist Agency LLC was established in 1976. It is located in Sharjah, United Arab Emirates. Now, it is one of the largest travel and tourist management throughout the UAE and a member of Dubai based Liberty Investment Company in UAE. There are around 11 travel offices established by Sharjah National Travel & Tourist Agency LLC and they are located in Sharjah, Dhaid, Khorfakkan, Kalba, Ras Al Khaimah and Fujairah. They are offering their travel and tourist solutions not only to individual customers but also to retail and corporate sectors. There are dedicated divisions and departments for managing Holidays and Business Travel.

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In order to extend Sharjah National Travel & Tourist Agency LLCs reach, they are now providing online solutions for customers making online reservation for their flights which is through their companys website online ticketing services. The company also presents as franchise partner of American Express Travel Services and partner of Airmiles. It is also known as the first travel company in UAE for achieving1:

ISO 9001:2000 certification in 1999. Sharjah Economic Excellence Award (Travel and Tourism Category) in 2004.

2) Sharjah National Travel and Tourist Agency Products/Services

Sharjah National Travel & Tourist Agency LLC is offering their products and services to for individual customers, organizations and multinational corporations. They are able to obtain over 300 loyal customers using their products and services. The professional employees working are possessing around 9-10 years of experience with high level of qualifications.

Sharjah National Travel & Tourist Agency LLC is also providing training and development programs for their employees for better selling and managing of products and services.

Sharjah National Travel and Tourist Agency, 2008, About SNTTA, [accessed 27 November 2008 Online].

Available at: http://www.snttatravel.com/aboutus.asp

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Roles and Responsibilities of Manager in Service Industry
The result that they have obtained is competitive employees within their leading in the market. They show professional manner and expertise in each of their fields and divisions with self motivation.

Sharjah National Travel & Tourist Agency LLC is well-known for providing customized services for customers to maintain their satisfaction and value. The customers of Sharjah National Travel & Tourist Agency LLC are oil companies, banks, trading companies and multinational corporations.

The list of Sharjah National Travel & Tourist Agency LLC services is listed below2:

Providing credit facility. Delivery tickets with delivery and dispatch services. Handling dedicated account by consultancy. Negotiating and obtaining special rates from airline for customers. Providing and selling with attractive discounts. Establishing branches in customers office or organizations when there is high volume of sales. Providing accessibility for customers in 24 hours a day and 7 days continuously. Allowing accessibility through mobile phones throughout the year. Providing services for VIP, CIP, top executives and delegates by meeting and assisting them at UAE airports either on departure or on arrival.

Sharjah National Travel and Tourist Agency, 2008, SNNTA Profile & Products / Services, [accessed 27

November 2008 Online]. Available at: http://www.snttatravel.com/au-bts.asp

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3) Objectives of Sharjah National Travel and Tourist Agency

The objectives Sharjah National Travel & Tourist Agency LLC are inline with their services and products offered.

Accordingly, the objectives determined and developed are:

1. To ensure customers are provided assistance in credit facility inline with rules and procedures with clear guidelines that is understandable by them. 2. To deliver tickets on time without customer complain. 3. To make certain that there are appropriate dedicated accounts for special customers. 4. To provide special rates and packages from airline within no time. 5. To provide suitable discount as per the level of customers business transactions. 6. To analyze customer needs and propose implanting offices with forecasting techniques. 7. To ensure that customers are being able to access 24X7 our services. 8. To make sure that they are provided assistance through mobile phones. 9. To provide top quality departure or arrivals services with satisfaction from customers received at UAE airport. 10. To promote and achieve customers for hot deals promotions those are provided3.

SNTTA Travel, 2008, Hot Deals and Airmiles, [accessed 28 November 2008 Online]. Available at:

http://www.snttatravel.com/

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It might be difficult to measure the above objectives due to the nature of travel and tourism industry as being a service provider and not product seller which is tangible and complicated for determination.

However, the achievements and accomplishments of these objectives in terms of sales and customer care will be analyzed with quantifiable data and information. Each member in the team will be given change to propose their next interested and potential objective with addition to current objectives.

4) Position Description: Sales Supervisor & Team

The position currently working is as Sales Supervisor with a sales team of 5 members. As a Sales Supervisor the goals and objectives are evaluated on periodical basis to make sure that all customers are satisfied. The position not only involves sales initiative but also customer care while handling important customers for medium to large organizations. The reporting of tasks and accomplishments were done twice a month for making sure that there is no conflict of objectives set or factors driving it4.

The sales team is cooperative, professional and self motivated. They have worked throughout the three months for achieving objectives with team spirit and helping each other when there are complications.

Newsletter, 2008, Sales Supervisor, [accessed 29 November 2008 Online]. Available at:

www.broadcastdialogue.com/pdfs/newsletters/2000/nl20000914_8_16.pdf

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Due to sales team professionalism, the guidelines were provided with details steps for achieving these goals and objectives. They have followed instructions and guidelines very wisely and making themselves available during updates and discussions meeting for communicating the status.

As a sales supervisor, whenever objective is achieved there were proposals made for next quarter objectives inline with products and services offered by Sharjah National Travel & Tourist Agency LLC. These proposals were discussed and brainstormed with the team for coming up with better ideas. The rewards and recognition were also clearly defined when objectives were set for each member.

5) Roles and Responsibilities

The roles as a Sales Supervisor are to assist sales team with customer care initiatives, to ensure that the team are providing customer service & care before and after sales, to monitor number of sales each member is contributing, to motivate below standard performance by any team member, to assure excellent customer service levels with professionalism, to support with opportunities of training and development programs without affecting their work, to provide coaching and mentoring when a team is lacking knowledge, skills and abilities, to apply appropriate management and supervisory skills and to motivate and lead staff towards clear goals and objectives5.

Travel Weekly Jobs, 2008, Sales Supervisor, [accessed 28 November 2008 Online]. Available at:

http://www.travelweekly.co.uk/jobs/job/sales-supervisor-hampshire-200266201.htm

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The above roles are not limited and as a Sales Supervisor there are performances beyond the roles that are specified above. This is to adapt with the changing sales and customer service environment within Sharjah National Travel & Tourist Agency LLC.

The responsibilities as a Sales Supervisor are leading, directing, mentoring, coaching, training and motivating sales team members, developing, communicating, and achieving sales / agency goals and objectives, maintaining and monitoring sales achieved by each member on monthly basis, identifying and communicating sales opportunities and meeting medium to large size organizations with professional and excellent customer service attitude.

6) Achievements and Contributions

Objective 1.

Sharjah National Travel & Tourist Agency LLC Achievement Team Contribution Conducted research on travel and tourism Sales Supervisor credit facility guidelines. Revised rules and regulations. Drafted rules, regulations and guidelines with brief information and detailed information in one set of brochure.

2.

Status: Submitted for approval. Monitoring ticket delivery on time (being All Sales Member immediately informed by dispatch team).

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Assuring customer satisfaction upon delivery. Preparing and submitting report with details of issues and problems. Status: 3. Issues and problems analyzed for

improvement. Checking and maintaining updated customer All Sales Member list, size of organization and their business transaction. Assigning dedicated accounts and dealing with them directly. Status: Up to date dedicated accounts for special customers. There are no special customers

4.

without dedicated accounts. Obtaining list of all airlines and negotiating for Sales Supervisor three different special rates for Sharjah

National Travel & Tourist Agency LLC (signing agreement if required). Providing rates according to small, medium or large size organizations. Checking on monthly basis for other special rates throughout the season. Status: Lists are up to date and three special rates 5. are achieved. Designing special discount packages for small, Sales Supervisor & medium or large organizations. All Sales Member

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Roles and Responsibilities of Manager in Service Industry
Selling by sales team for potential

organizations. Status: Achievements are successful and potential 6. organizations became customers. Maintaining updated list of organizations Sales Supervisor

having high business transactions. Proposing implantation of offices before there is load in business transactions. This also included forecasted and proposed business transactions by particular organizations. Status: Proposals are finalized with detailed report 7. and submitted for approval. Assigning complain against this service and All Sales Member monitoring issues and problems. Obtaining report from sales member and issues and problems handled by each. 8. Status: No complains. Checking and monitoring mobile phones for no All Sales Member responses and maintaining customer complain documents. Status: Employees are warned and strict actions were taken due to less response after working 9. hours. Inquiring satisfaction and experience on All Sales Member

departure and arrival. Status: Report prepared for dissatisfaction against

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Roles and Responsibilities of Manager in Service Industry
10. team appointed for this service. Marketing and selling hot promotions for potential deals and All Sales Member and

customers

organizations. Status: Sales team performed well but there was no new customer brought and all were existing customers. The achievements and contributions above will be rewarded accordingly and proposal is submitted for approval. This will encourage them to maintain their performance level and perform beyond their level in future. The rewarding system will also motivate and empower them for extra participation and discussion of potential objectives that will benefit Sharjah National Travel & Tourist Agency LLC. The impact will be positive and customers will be treated more positively than usual.

The sales team performed very well even though there were problems and issues in the beginning for achieving it which included hard time for leading and directing them. It is expected that in the next quarter, the sales team will perform with more focus in marketing as well.

7) Product / Service and Customer Care

During the process of achieving objectives, the sales team learned a lot about products and services along with customer care initiatives. This is due to continuous guiding, mentoring and coaching skills applied by Sales Supervisor which developed

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Roles and Responsibilities of Manager in Service Industry
their knowledge and understating of product and services and importance of customer care during the process.

When discussion meeting was conducted the sales team was also able to propose new objectives for supporting continuation of existing products and services offered by Sharjah National Travel & Tourist Agency LLC. The proposal also included involving counter customer service employees which are indirect part of the team doing almost the same tasks internally rather than externally and internally.

The customers are satisfied due to the professional customer care and this assures that sales team can focus in attracting new and potential customers. By the end of the quarter, the next move is objectives for next quarter with fixed target and detailed outcome of status. There will be also need for new services and products within each objective either in price, quality or process.

Being a large and leading company, there are needs of new products and services and contemporary methods training of customer care in the form of workshop. This will prepare staff members for challenges they might face later on.

8) Future Planning: Developing Marketing and Managing Sales

The Sharjah National Travel & Tourist Agency LLC sales team will be provided training on marketing management in travel and tourism by Sales Supervisor for preparing them for next challenge of marketing with advanced skills and knowledge

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THE DEVELOPING MANAGER

Roles and Responsibilities of Manager in Service Industry
while achieving marketing objectives. This is to increase market awareness throughout the emirates and implanting offices all over the emirates. This will help Sharjah National Travel & Tourist Agency LLC business growth and expansion by bringing more sales.

At the same time, the sales team will be provided target for achieving new customers and handling existing customers. This will determine their level of performance according to increase in sales of Sharjah National Travel & Tourist Agency LLC. This might create uncomfortable environment when sales member is not able to achieve sales target but as it is the beginning achieving 60% will be acceptable. In these situations, Sales Supervisor will be leading, directing, motivating, communicating and training staff on group or individual basis.

The customer care and professional service is also expected to be maintained in the same or high level which will help in achieving marketing and sales initiatives. However, if there are cases of customer dissatisfaction due to influence from sales team then it will be handled aggressively and without toleration. The Sales Supervisor will look into the matter and investigate the reasons of being caused.

Section 3)

RECOMMENDATION

The recommendation for Sharjah National Travel & Tourist Agency LLC is that they provide and list their other services other than ticketing and reservation such as holiday packages, hotel booking, brochure information about UAE / Sharjah, etc. The size of the organization is large but their services are still traditional and limited.

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THE DEVELOPING MANAGER

Roles and Responsibilities of Manager in Service Industry
Consequently, the small size travel and tourist agency are also providing the same services and products with difference of two only.

Section 4)

CONCLUSION

Developing manager project demonstrated roles and responsibilities of Sales Supervisor along with achievements contributed with sales team in travel and tourism service industry. The demonstration includes various roles played by Sales Supervisor to lead and motivate sales team for obtaining and accomplishing goals and objectives within 3 months period. This resulted in proposed promotion and reported by report for securing this promotion. Furthermore, due to intensive knowledge of products and services with relation to sales and customer care the achievements were demonstrated along with future plans. The scenario was described with example of travel and tourism service industry organization selected naming Sharjah National Travel & Tourist Agency LLC.

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Roles and Responsibilities of Manager in Service Industry

Section 5)

BIBLIOGRAPHY

1)

Sharjah National Travel and Tourist Agency, 2008, About SNTTA, [accessed 27 November 2008 Online]. Available at: http://www.snttatravel.com/aboutus.asp

2)

Sharjah National Travel and Tourist Agency, 2008, SNNTA Profile & Products / Services, [accessed 27 November 2008 Online]. Available at:

http://www.snttatravel.com/au-bts.asp 3) Newsletter, 2008, Sales Supervisor, [accessed 29 November 2008 Online]. Available www.broadcastdialogue.com/pdfs/newsletters/2000/nl20000914_8_16.pdf 4) Travel Weekly Jobs, 2008, Sales Supervisor, [accessed 28 November 2008 Online]. Available at: http://www.travelweekly.co.uk/jobs/job/sales-supervisorhampshire-200266201.htm 5) SNTTA Travel, 2008, Hot Deals and Airmiles, [accessed 28 November 2008 Online]. Available at: http://www.snttatravel.com/ at:

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