Strategic Account Manager - Lodging Services (Rocky Top Sports World)

Strategic Account Manager - Lodging Services (Rocky Top Sports World)

Strategic Account Manager - Lodging Services

AwayTeam Travel, LLC

LOCATION: Gatlinburg, TN

DEPARTMENT: AWAYTEAM TRAVEL

REPORTS TO: DIRECTOR OF LODGING

STATUS: FULL TIME (EXEMPT)

ABOUT THE COMPANY:

AwayTeam Travel ("AwayTeam") is a technology company specializing in booking hotel rooms for families and teams traveling to youth and amateur sports events. Founded by The Sports Facilities Companies ("SFC"), a market leader in the management of youth and amateur sports venues, AwayTeam was designed as a fully customizable travel solution for SFC's network of sports destinations. Our technology simplifies group travel arrangements, helping families and teams focus on what matters, most-game time.

SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.

SFC has been awarded national recognition as a Top Workplace year over year and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.

POSITION SUMMARY:

The Account Manager, Lodging Services will report to the Director of Lodging and will serve the primary point of contact for a portfolio of accounts. The Account Manager will be responsible for developing long term relationships with hoteliers and event owners operating at the venues we serve. Success will be achieved through client engagement, event management, and proactive and reactive communication with hoteliers, event owners, event attendees, and venue teams.

In collaboration with the Director of Lodging, and with input from venue leaders and other internal departments, the Account Manager will work to continuously improve and develop the AwayTeam product and services and work closely with venue teams, hoteliers, and event owners to meet financial and service goals.

PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Serve as the primary point of contact for key event owners, venues, and hotel partners, ensuring alignment with strategic goals
• Provide in-person support for select priority events, including weekend availability when needed to greet event organizers, strengthen key relationships, and represent AwayTeam on-site.
• Be available outside regular business hours for high-impact event arrivals as needed, including visiting host hotels to welcome teams, support partner engagement, and help ensure a strong guest experience.
• Lead onboarding and relationship management for new clients and partners
• Develop and maintain strong, mutually beneficial partnerships with hotels, CVBs, and other vendors
• Conduct strategic planning meetings with venue teams and event organizers to fully understand event needs and deliver tailored lodging solutions
• Oversee and optimize hotel performance for contracted events, including pick-up monitoring, reporting, and communication
• Present AwayTeam services and value propositions in B2B and B2C settings, including sales meetings and client strategy sessions
• Coordinate RFP creation and management for event housing, negotiating hotel contracts to maximize value for all stakeholders
• Collaborate with team members on promotion strategies to ensure successful event promotion and maximize booking conversion
• Manage pre- and post-event communications, reporting, and wrap-up reviews with partners to assess KPIs and review improvement opportunities
• Provide on-site representation at select events, conferences, and meetings to ensure excellence and relationship growth
• Present senior-level reporting on client performance, booking pace, and partner satisfaction
• Champion a continuous improvement mindset, identifying opportunities to elevate service delivery and operational efficiency
• Act as a strategic advisor to clients, offering proactive solutions and fostering a high standard of excellence across all engagements
• Serve as point of escalation for customer service issues
• Assist with customer support including answering customer phone calls, emails, chat messages and being on-call during weekends for select events
• Evaluate and negotiate hotel contracts as necessary
• Prioritize product quality
• Provide leadership, mentorship, and guidance to support the development and growth of team members, promoting collaboration and performance excellence
• All other duties as assigned by management

MINIMUM QUALIFICATIONS:

• Hotel/Travel industry experience is necessary
• Experience in customer service-oriented industry
• Experience in sales operations
• Must have excellent interpersonal, problem solving, and negotiating skills
• Must be a team player
• Must have excellent verbal and written communication skills
• Must have expert level command of MS Excel, Word, PowerPoint, and Outlook, and have demonstrated the ability to learn multiple new software platforms quickly
• Must possess a strong ability to document and communicate with all levels of the organization
• Ability to manage multiple software programs, deliver prompt and accurate responses to email and phone communications and provide a simple, rapid, competent support experience.
• Ability to develop lasting professional relationships with clients
• Appropriate business acumen while participating/interacting in office meetings.
• Exceptional communication and presentation skills
• Professional writing skills when representing the company, whether in documents, email, or other written methods
• Budgeting experience and financial proficiency required
• Marketing and promotional experience a plus
• Strong attention to detail, organizational skills and ability to work well under deadlines

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• May be required to sit or stand for extended periods of time whether indoors or outdoors
• Must be able to lift 30 pounds
• Will be required to operate a computer
• Office has intermittent noise
• Travel up to 50% will be required