Operational Excellence Manager
5 days ago
Inntravel Limited is a pioneering self-guided walking and cycling holiday provider in Europe. We are currently seeking an Operational Excellence Manager - Holiday Experience to join our team.
Salary: £30,000 + bonus
About the Role:
The primary objective of this role is to deliver exceptional customer experiences throughout their journey with Inntravel. To achieve this, we require an individual who can effectively coordinate and communicate with suppliers and customers, ensuring seamless holiday operations.
Main Responsibilities:
- Team Management: Conduct regular one-on-one meetings to provide feedback and identify development opportunities for the Operations team.
- Performance Analysis: Analyze performance metrics to identify areas for improvement and implement actionable solutions to maintain high standards.
- Workload Distribution: Monitor workload distribution and adjust as necessary to ensure balance and performance across the team.
- Customer Service: Handle escalated customer queries and complaints promptly and professionally.
- Performance Monitoring: Monitor team performance and provide constructive feedback to ensure high standards are maintained.
- Key Performance Indicators (KPIs): Define and communicate KPIs for the team and track performance against these targets.
- Reporting: Provide regular reports on team performance to senior management.
Working Arrangements:
This role will include Saturdays based on a 5 working days in 7 contract and out-of-hours phone coverage on a rotational basis.
Requirements:
- Experience: Supervisor or team leader experience, preferably within the travel or hospitality industry.
- Cooking Skills: Strong coaching and mentoring skills to encourage high performance.
- Workflow Management: Experience in workflow management and handling customer queries and complaints.
About Us:
Inntravel Limited values diversity and inclusivity. We challenge our ideas, each other, and our business partners with respect and kindness.
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