Operations & Guest Relations Manager

Scott Dunn is an award-winning luxury tour operator creating tailor-made vacations to destinations all over the world. With offices in the UK, US and Singapore, we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online, right the way through to post-vacation evaluations. Role Purpose The Operations & Guest Relations Manager will play a key role in the delivery of Scott Dunn’s global operations through supporting and providing leadership on the operational strategies and processes that enable efficiency and growth. This will involve monitoring, motivating, and coaching a team of Travel Executives to ensure an exceptional standard of service, operational efficiency, and compliance is delivered throughout the guest journey. Putting the guest at the centre of every decision, the Operations & Guest Relations Manager (OM) will also take ownership for key guest relations support, as well as monitoring, researching, and assisting with complaints or incidents. In addition to this, the role will also manage and monitor Health and Safety of Scott Dunn products. Responsibilities Sales Operations Managing a team of Travel Executives including performance reviews, coaching and professional development Overseeing all guest documentation delivery, ensuring it is issued in accordance with KPIs to a high accuracy Identifying, developing and implementing process improvements across Scott Dunn to drive efficiency Creating a collaborative environment between operations and sales that fosters accuracy, innovation and learning Perform booking analytics to ensure the right resources are applied accurately at busy pre-departure periods Guest Relations Overseeing guest relations issues throughout the business, providing a point of escalation where needed and ensuring adequate resolution is given quickly to guests and that any compensation is processed accordingly and compliantly Reaching out to guests directly when further information is required to ensure any issues can be looked into thoroughly Managing the internal CRM system ensuring it is constantly kept up to date with relevant and pertinent information, permitting visibility for all Providing ongoing guest relations support and training to team members across the business Where necessary, escalating claims to the Senior Operations Manager whilst assisting with any ongoing investigation or required documentation Creating feedback reports as and when needed by the Operations or Product team with follow up as needed Health & Safety Managing the Health and Safety audits on suppliers on behalf of all Scott Dunn brands, working with the Health and Safety auditors to carry out scheduled audits Following up with suppliers that do not complete or fail audits to ensure amendments and improvements are made where possible Working with Destination Managers to ensure suppliers or products that do not meet Health and Safety standards are removed from sale and alternative arrangements provided for guests Ensuring information relating to Health & Safety is constantly kept up to date on the internal database Working with the Senior Operations Manager to investigate and follow up on any safety related issues raised Reporting any incidents involving guests / staff members / suppliers to Insurers in a timely manner with all required information. Requirements Essential Demonstrated leadership and people management experience The ability to deliver data-driven approaches Exceptional organisational and multitasking skills Proven operational experience Experience in using technology to transform processes Desirable Experience working for a Travel Tour Operator Experience working in a global capacity Experience in Luxury Services Knowledge of international travel regulations and compliance requirements Values & Behaviours All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process. In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make. In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best. Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun. Location We aim to find someone who would be office based in our London, Hammersmith office. Why work for Scott Dunn In return for your expertise and commitment to our values of in the detail, in the know, and inspiring; We support your career growth – We provide you with career progression aligned with your chosen career path, access to internal job opportunities across Scott Dunn's global offices, as well as across 30+ brands spread across 93 cities worldwide as part of Flight Centre Travel Group We give you the tools to succeed – We provide personal and professional development enabled by our award-winning Learning and Development team, comprehensive familiarisation, and educational trips, unlimited access to LinkedIn learning amongst other professional and personal development platforms, as well as 1 hour for your own development each week. We recognise and reward your success and loyalty – We run commission and bonus incentive schemes to compliment competitive salaries, as well as a company loyalty scheme, which includes a personal travel fund for each staff member and 23 days annual leave plus bank holidays that rises by 1 day per each year of service (up to a maximum of 30). We celebrate your excellence – With monthly, quarterly, and annual recognition schemes and awards, alongside the opportunity to win a place at Flight Centre Travel Groups annual Global Gathering, we celebrate excellence in all forms. We provide you with a wide-range of job and industry-perks – We can offer you subsidized private healthcare, a contributory pension scheme, staff travel insurance, 3 days of paid volunteering leave, access to cycle to work and season ticket loan schemes, a dedicated in-house team who are your source for exclusive industry discounts for personal and work-related travel, as well as share options in Flight Centre Travel Group amongst much, much, more Diversity, Equity, and Inclusion At Scott Dunn we champion equality, diversity, and inclusivity in all its forms and are signatories of both the Race at Work and the Diversity in Hospitality, Travel & Leisure charters. As part of our commitment to diversity, equality, and inclusion we are committed to ensuring our recruitment process is inclusive and recognises the value of differences. Should you require any support or accommodations as it relates to our recruitment process, please contact recruitment@scottdunn.com for further information or alternative application processes to support your requirement. Apply You do not need to meet all the requirements to apply for a position at Scott Dunn. Should this role be of interest to you we would welcome your application.