• Create Memories for our customers by working closely with our hoteliers to ensure our customers are having a lovely holiday and we meet our all-important customers' expectations.
• Take Responsibility to investigate any reported problems in hotels & quickly resolve customer escalations or major incidents and emergencies using our in-house digital systems.
• Create & issue the monthly rosters alongside our UK based planning team in line with our SLA levels and budget.
• Be present for your team by hosting scheduled in-person & virtual team meetings, delivering training to new and existing members of your team & hold individual monthly 1-1 performance and welfare meetings with your team members and supporting your team by being available and present in resort.
• Collaborate with the Destination Manager, Agent, External & Internal stakeholders, analysing MI & Customer Feedback daily to drive results and improvements.

Our Resort Team Leaders are well organised and have a flexible approach to managing their team operation. Working hours will vary each month and will include early starts, late finishes, split shifts & working weekends. As part of our management team, being on call to support with emergencies in resort or at the airport is part of the role.

Our Resort Team Leaders always display a genuine passion for the customers’ experience in resort and always empower their team to deliver outstanding customer service. In this position, you will effectively manage performance including coaching and development as well as perform a variety of HR tasks. You will also possess the ability to deliver under pressure, analyse MI and Data, support your team, have a positive friendly attitude and confident in IT processes and skills to use 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 a passion for delivering excellent customer service is essential. Conversational level in the local language is also advantageous.

You will already hold full right to work documents for Greece 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 which you are able to use for work purposes. Business Travel expenses will be reimbursed.