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Villa Holiday Operations Manager

2 months ago

United Kingdom Solmar Villas Full time

This is a hybrid-remote role. Applicants must be within commuting distance to Burton-on-Trent to attend the office Monday to Wednesday.

Here at Solmar Villas, we specialise in dreamy handpicked villa holidays and customer service excellence is at the heart of what we do. With over 40 awards under our belt, we're growing our team again and we're now looking for a customer focused, results-driven Operations Manager for our Overseas team.

Reporting to the Operations Director, you will lead the Overseas Operation, spanning 6 countries and over 30 destinations, driving a best-in-class customer experience in all resorts. You will be responsible for leading, coaching and developing the Overseas Team.

You will provide your team with all the equipment, tools and skills they require to ensure exceptional service is delivered to our customers from the moment they reach their destination and throughout their holiday. You will work hand in hand with UK pre and post stay departments to ensure a seamless guest experience is delivered to all customers.

As the face of the Overseas Operations team across all internal departments, you will foster positive collaborative relationships, championing our brand, and bringing the Solmar way of life into everything you do. 

Responsible for maintaining excellent / effective relations with partners and key stakeholders, you will ensure service levels are agreed and adhered to at all times.

Working within the Senior Operations team, you will assist the Operations Director in developing the guest experience, appropriate structures, working practices, products and services. We’re looking for an exceptional individual who thrives on carrying out regular reviews of processes & procedures in order to optimise the guest experience. There is a need for you to be present for the entire overseas team and with this, a degree of overseas travel will be required at key times of the year. 

This is a hybrid role; based at our head office in Burton-on-Trent from Monday - Wednesday, and home-based for all other days worked. To support the effective leadership and management of the team, some out of hours and weekend working on a rota basis will be required.

Key Responsibilities Include:

 

Management & Leadership

· Delivering effective line management to 5 direct reports, as well as providing leadership, support, mentorship

and guidance to the wider Overseas Operations Team, optimising their own and their team’s performance.

· Conducting performance reviews, regular 121s and appraisals.

· Providing coaching, training and guidance for all team members, including direct reports and overseas staff.

· Identifying gaps in knowledge and training opportunities and supporting the wellbeing of the team.

· Ensuring effective Resource Planning and operational cover in line with seasonal activity and business peaks.

· The ability to maintain professionalism at all times; demonstrating company values, and working within the

boundaries of Solmar policies.

Operational

· Instilling a positive and motivating work environment to encourage high productivity and a focus on the

customer.

· Identifying opportunities for improved customer experience, operational delivery and improved internal ways of

working with colleagues across the business.

· Developing and delivering a customer first approach by analysing data and commercial activity to ensure all

efficiencies and opportunities are maximised.

· With HR support, lead the overseas recruitment strategy and support this process.

· Supporting Regional Managers in enhancing the quality of the product through appropriate investment and

nurturing positive and influential supplier relationships.

· Ensuring all processes are regularly reviewed and evolving; championing best practice alignment across the

regions.

· Providing direct support for the operation during peak trading periods, including hands-on involvement in

customer escalation processes and out of hours senior on-call escalation rota, including occasional weekends.

· Representing and leading the Overseas team in the event of any crisis management activity, ensuring the

company response to potentially disruptive or unexpected events is positively controlled.

· Working with the Safety & Risk team to ensure all H&S process and standards are of the utmost priority across

all regions.

Systems, Reporting & Analysis

· Determining appropriate KPI’s to motivate, manage and measure the performance of both Regional & Villa

Managers .

· Ensuring all relevant customer feedback platforms and social media channels are monitored, measured

and themes are used to implement short term change and long-term development of the guest experience.

 

· Providing management information, analysis and reports as part of internal working groups to evolve the

operation and for the board as required.

Finance

· Assisting in resource and operational costs budget setting processes.

· Manage resource budget and expenditure throughout the year.

· Guiding Regional Managers in the prioritisation of available finance to enhance quality in villa inventory. 

___________________________________________________________

Skills & Experience we're looking for :

· 5+ years’ experience of operations in a customer experience focussed business at middle management level.

 

· Previous experience within a similar role within travel required

 

· Exceptional communication skills, both verbal and written; demonstrating an ability to communicate and

influence at all levels across language and cultural barriers.

· Experience of leading a diverse workforce with a mix of remote and hybrid working environments.

· Creative flair, with an ability to think innovatively and reach appropriate solutions to challenging problems.

· An ability to, deal with tight and ever-changing deadlines whilst demonstrating high levels of competency and

commitment to all stakeholders.

· Highly organised, with the ability to plan annual peaks and troughs of work flows and developments, reflecting

the business trading patterns.

 

· Strong presentation and facilitation skills. 

We offer a wealth of employee benefits, including:

  • A generous holiday allowance
  • Additional holiday purchase
  • Discounts on villa holidays
  • Company pension
  • Sick pay
  • Perkbox
  • Access to an EV car purchase scheme
  • Cycle to work scheme

If you feel you have what it takes to take our Overseas operation to the next level we'd love to hear from you Please send your CV and Covering letter to: Careers @solmarvillas.com.