Holiday Operations Team Leader

2 weeks ago

York, United Kingdom Inntravel Full time

Inntravel is a widely respected leadingprovider of at your own pace selfguided walking cycling and otheractivity holidays across Europe. This is an exciting time to takeon a role with us as we are benefiting from longterm investment toachieve ambitious growth targets deliver digital transformationprojects and retain our place as market leader in the selfguidedwalking holiday market.

You will be part of ourbright future our mission envisions our holidays serving ascatalysts for personal growth environmental awareness and fosteringmeaningful connections with both nature and people.Join us on ourjourney creating extraordinary travel experiences forall.

We recognise and celebrate that everyemployee is an individual. Our commitment to a diverse andinclusive workplace is reflected in the range of benefitswe offer with some of the key highlightsbeing:

  • Enjoy 50% discount onholidays across all our brands for you and your family orfriends
  • Additional annual leave when you chooseto swap a plane for a train
  • Career pathing andcontinuous development opportunities
  • Opportunity to take a workation for up to 6weeks per year and work from anywhere in theworld
  • 2 volunteer days each year to give backto what is important to you
  • A wellbeingresource hub and on site classes; yoga boxercise annual Stepschallenge employee assistance programmes cash back health anddental plan
  • Hybrid and home basedroles
  • Enhanced family leaveallowances

Thisis a hybrid role with a minimum of 2 days per week in ourWhitwellontheHill office. Due to the beautiful remote locationaccess to your own transport is essential. This is a fulltimeposition however work life balance is important to us and so we areopen to discussion on flexible working patterns (minimum 4 days perweek).

Salary: 30000bonus

About the role:

Theprimary aim is to deliver the best possible service to our customerthroughout their journey and this is the key driver for everyone atInntravel.

The Operations team ensure the smoothrunning of holiday operations through detailed coordination anddirect communication with suppliers and customers deliveringexceptional service. Handling all aspects of customer communicationfrom booking to return managing queries and resolving operationalissues. Working within a unified team they manage holidayarrangements as booked resolve problems with suppliers and maintainaccurate records. With a focus on effective teamworking theycontribute to maintaining supplier relationships providing expertadvice on complex queries and ensuring the efficient operation ofour holiday services. The key responsibility of this role is tolead coach train and motivate the team with a focus on continuousimprovement.

  • Mentor and support teammembers to achieve their personal and professionalgoals.
  • Conduct regular oneonone meetings toprovide feedback and identify developmentopportunities.
  • Develop and implement trainingprograms to enhance team skills andknowledge.
  • Lead initiatives to streamlineprocesses and improve efficiency across theteam.
  • Encourage a culture of innovation andcontinuous learning.
  • Analyze performancemetrics to identify areas for improvement and implement actionablesolutions.
  • Oversee daily operations to ensureworkflows are efficient andeffective.
  • Implement strategies to optimizeteam productivity and resourceallocation.
  • Monitor workload distribution andadjust as necessary to maintain balance andperformance.
  • Handle escalated customer queriesand complaints promptly andprofessionally.
  • Work closely with team membersto resolve issues and ensure customersatisfaction.
  • Identify trends in customerfeedback and implement improvements to preventrecurrence.
  • Set clear objectives and providedirection to ensure team alignment with companygoals.
  • Foster a collaborative and positive teamenvironment that encourages open communication andteamwork.
  • Recognize and celebrate teamachievements to maintain high morale andmotivation.
  • Monitor team performance andprovide constructive feedback to ensure high standards aremaintained.
  • Address performance issues promptlyand professionally implementing improvement plans asnecessary.
  • Define and communicate keyperformance indicators (KPIs) for theteam.
  • Track team performance against KPIs andimplement strategies to achievetargets.
  • Provide regular reports on teamperformance to seniormanagement.

Working hourswill includeSaturdays based on a 5 working days in 7 contract andout of hoursphone coverage on a rotational basis.

Am I theright person We are looking for your application todemonstrate:

  • Supervisor or team leaderexperience preferably within the travel or hospitalityindustry.
  • Strong coaching and mentoring skillsand ability toencouragehighperformance.
  • Excellentcommunication and interpersonal skills.
  • Abilityto drive change and have an understanding ofcontinuous improvementpractices.
  • Strong analytical and problemsolvingabilities.
  • Experience in workflow managementand handling customer queries andcomplaints.

We aim to inspireindividual discovery and our values will be close to yourheart.

Diversity is to be celebrated. Life wouldbe dreary and change would be slow if we all thought the same way.We challenge our ideas each other and our business partners alwayswith respect and kindness.

Inntravel is part ofHotelplan Group a wellestablished and diverse family of specialisttour operators with a long tradition of developing and operatingmarketleading experiences. The family comprises ski walking andLaplandholidays with Inghams andSantas Lapland; adventure travelwith Explore; and selfguided holidays with Inntravel.Sustainability and responsible tourism is at the core of everythingwe do and should be a passion for everyone employed by thegroup.

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