Overview
Join the Jet2holidays Management Team and help us deliver our award-winning service and unforgettable holiday experiences to our valued customers. We have a fantastic opportunity to join Jet2holidays as a Resort Team Leader. In this role you will lead a team of Resort Customer Helpers Representatives who are responsible for delivering outstanding customer service and enhancing our customers' holiday experience in resort. You will work as one team with internal & external suppliers and stakeholders to take responsibility for your team's performance by regularly reviewing performance metrics using Management Information (MI) reports and our digital systems to identify areas for improvement and implement action plans.
What we offer you
* Excellent salary with annual pay review
* Fully paid management training
* Company mobile phone & laptop
* Monthly 1-1 review meetings with your Line Manager
* 27 days holiday entitlement per annum
* Discounts on Jet2holidays flights & holidays
* Recommend a friend bonus scheme
What will you do in the role
* Support your manager and work as One Team with internal & external stakeholders to ensure your team delivers VIP industry-leading customer service to our customers during their holiday with us. You will receive fantastic training to ensure you can deliver this.
* Create Memories for our customers by working closely with hoteliers to ensure customers are having a lovely holiday and that we meet their expectations.
* Take responsibility to investigate any reported problems in hotels and quickly resolve customer escalations or major incidents and emergencies using our in-house digital systems.
* Create & issue monthly rosters alongside our UK-based planning team in line with SLA levels and budget.
* Be present for your team and manage their performance by hosting scheduled in-person & virtual team meetings, delivering training to new and existing team members, and conducting monthly 1-1 performance and welfare meetings with team members, while supporting your team in resort.
* Collaborate with the Destination Manager and external & internal stakeholders, analysing MI & customer feedback daily to drive results and improvements.
* Operate as a well-organised Resort Team Leader with a flexible approach to managing the team, including varied hours, early starts, late finishes, split shifts and weekends. Being on call to support with emergencies in resort or at the airport is part of the role.
* Display a genuine passion for the customers' experience in resort and empower your team to deliver outstanding customer service. Manage performance including coaching and development and perform HR tasks as needed. Possess the ability to work under pressure, analyse MI and data, support your team, maintain a positive friendly attitude, and be confident with IT processes and in-house digital systems daily on a laptop.
What will you need
* You will ideally have experience in Tour / Holiday Operations or similar. Experience managing a customer-facing team and proven people management skills are essential. Conversational level in the local language is advantageous.
* You will already hold full right to work documents for Italy and be living in the destination or willing to relocate and source your own accommodation.
* Due to the level of travel required in the role you will already be a driver with access to your own motorised vehicle / car with appropriate insurance which you are able to use for work purposes. Business travel expenses will be reimbursed.
Note
Apply today to join the UKs number One Tour Operator! Once you have submitted your application we will invite you to complete the recruitment process which includes a short video interview with a member of our Talent Acquisition Team and an interview with our Jet2holidays Overseas Operations Management team. To meet some of our team and find out what life is like with Jet2holidays follow us on Facebook: Jet2Careers Overseas. We look forward to your application & you starting your career with Jet2holidays!
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