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Villa Operations Manager
2 months ago
We are seeking a highly skilled and experienced Operations Manager to lead our Overseas team at Solmar Villas. As a key member of our senior operations team, you will be responsible for driving a best-in-class customer experience across our 6 countries and 30 destinations.
Key Responsibilities- Lead the Overseas Operations team, spanning 6 countries and over 30 destinations, to deliver exceptional customer experiences.
- Develop and implement strategies to improve customer satisfaction, operational efficiency, and internal processes.
- Collaborate with UK pre and post-stay departments to ensure seamless guest experiences.
- Manage and develop a team of 5 direct reports, providing coaching, training, and guidance to optimize their performance.
- Conduct performance reviews, regular 121s, and appraisals to ensure team members are meeting their goals and objectives.
- Identify opportunities for improved customer experience, operational delivery, and internal processes, and implement changes to drive business growth.
- Work closely with Regional Managers to enhance the quality of our product and services, and develop positive and influential supplier relationships.
- Represent the Overseas team in crisis management activities, ensuring a positive company response to potential disruptions or unexpected events.
- Ensure all H&S processes and standards are of the utmost priority across all regions.
- 5+ years' experience in operations in a customer experience-focused business at middle management level.
- Previous experience within a similar role within travel required.
- Exceptional communication skills, both verbal and written, with the 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 the ability to think innovatively and reach appropriate solutions to challenging problems.
- Highly organized, with the ability to plan annual peaks and troughs of work flows and developments, reflecting the business trading patterns.
- Strong presentation and facilitation skills.
- 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.