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Villa Operations Manager

2 months ago


Burton upon Trent, Staffordshire, United Kingdom Solmar Villas Full time
About the Role

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.
Requirements
  • 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.
What We Offer
  • 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.