Resort Team Manager - Europe

At a Glance
To make our customers feel special by effectively managing a resort team to deliver exceptional holiday experiences, whilst maximising revenue opportunities and delivering the key performance indicators to required standards and that the operation is fully compliant with all legal requirements.
What You'll Be Doing
Customer Obsessed:
- Deliver great holiday experiences by bringing to life our Be Special service philosophy, service promises and Customer Mantra.
- Review CSQ's and customer feedback to ensure we are proactive in resolving any on going complaints or issues, and to work with suppliers and Resort Team Manager in order to improve standards.
- Observe, assess and "Walk The Floor" at all customer touch points to guide, train and coach your team to deliver excellent customer service.
- Lead by example and inspire your team through your delivery of excellent Customer service, developing a highly motivated and committed team.
- Empower your team from the frontline upwards and ensure effective resolution of all customer complaints in resort. Support the principles of empowering our employees and ensure guidelines are followed. Assist all customers with any problems and resolve effectively so that the customers feel they have been fairly treated.
- Manage and deliver all products to the customer, as per the service specifications (including Lifestyle).
- Monitor, analyse and provide feedback to all relevant departments regarding complaint ratio, CSQs, compensation and all other customer feedback in order to identify trends and take pro-active actions.
- Support the 24-7 operation (including on-call rota) to ensure that service provided to our customers is seamless and consistent regardless of the time of day.
- To monitor feedback and CSQ results on a weekly basis for all other aspects of the Lifestyle product with the relevant Advisor - Children and Entertainments. ( Lifestyle Specific)

Adding Value:
- Ensure that the team are kept informed of all relevant business issues and updates, through verbal/ written/ Be Involved and Intranet communications.
- Be the local expert and share your experiences and know how with customers and your team.
- Ensure all company branding and paperwork is portrayed as per company guidelines and that our customers receive honest and timely information during their holiday.
- Engage your team through promoting new initiatives such as Be a Bright Spark and Be Special Awards in order to reward and recognise all individuals.
- Build rapport with and get to know our customers to ensure that all company products (excursions and other services) sold, add value and enhance their holiday.

Playing to Win:
- Deliver " Sales through Service " , ensure that excursions and other ancillary products sold are suitable to the individual customer needs, whilst optimising revenue opportunities and achieving required revenue targets.
- Take accountability for the customer while in resort. Ensuring that all services provided are correct and delivered as booked.
- Drive high performance culture within team through holding regular team meetings to review and track KPI achievement, reviewing weekly sales and CSQ tables and implementing action plans where needed.
- Assume complete ownership for customer complaints regardless of root cause.
- Manage overseas overhead budget following Resort Team Manager Guidance.
- Ensure hoteliers have a full understanding of all product and service specifications in order to ensure effective delivery.
- Hold weekly meeting with Hotelier to discuss Specification delivery and Quality CSQ's. ( Lifestyle Specific)
- Establish excellent working relations with Hotelier and other 3rd party suppliers (Excursions, Agency employees etc) to proactively identify areas of customer dissatisfaction and agree appropriate resolutions.
- Review and understand all job role objectives within your team to ensure that we achieve as a team.
- Ensure all paperwork and reports required are delivered with a high level of accuracy and within deadline.

Leadership:
- Train and develop your team to drive high performance, aid retention and reduce turnover.
- Support the team to achieve results in line with the performance management process and with Company procedures.
- Lead by example the Be Special service principles and Customer Mantra to develop highly motivated, committed teams
- Ensure your team receive, understand & adhere to all company policies & procedures.
- Co-ordinate workload of individuals within team/resort including rotas etc.
- Accountable for your team's weekly accounts and all company paperwork as per company & audit procedures.
- Ensure all Health and Safety procedures are implemented according to Company standards.
- Escalate or communicate to Resort Team Manager all issues which cannot be resolved locally, or, which will have high customer/financial impact.
- Support Resort Team Manager in any incidents in line with company procedures and contribute to the Gateway Emergency Procedures.
- Safeguard company monies in line with Weekly accounts, Audit and Company Money Policy.
- Represent TUI Travel brands in a professional manner at all times and ensure your behaviour complies with our organisational values and company policies.

What We're Looking For
- Previous experience of managing a team.
- Excellent communication skills.
- Appropriate IT / Resort Applications knowledge.
- Language skills (Where applicable)
- Excellent knowledge of the Company processes/ procedures and resort operation.
- Strives to deliver high performance.
- Manages internal and external relationships
- Drive results and has a passion to achieve.
- Ability to work alone or within a team using initiative when required.
- Excellent organisational skills and ability to prioritise
- Previous experience of training and developing a team.
- Demonstrates performance management.
- Flexible and adaptable responding to company needs.
- Commercial and Customer Focus
- Ability to make informed decisions

What We Can Offer You
- Competitive salary
- Potential all year round working opportunities both overseas and in the UK
- Excellent career prospects
- Initial 6 month contract
- Full induction and further in-resort training
- Free company accommodation and reasonable utility bills covered.
- Free flights to and from resort, from a UK airport.
- 1.5 days off per week
- Holiday concessions after 12 months worked
- Free emergency medical, accident & personal belongings insurance
- Uniform
- Recommend-a-friend bonus
- Employee discount scheme with access to discounts from a selection of retailers
- Company pension scheme