Resort Team Leader

Fixed Term
- 40 Hours

**Salary**
- Excellent

**Country**
- Italy

**What you will be doing...**

**Join our award-winning Management Team at**_Jet2holidays_** and create memories for our all-important customers during their well-deserved holiday**

As one of our valued** Resort Team Leaders,**you will play a vital part in leading 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 teams' performance using **Management Information (MI)** and our in-house **digital systems.**

**What can we offer you?**

We offer our valued colleagues a range of benefits including:
- Excellent salary
- Fully paid management training, company mobile phone & laptop
- **_ Jet2holidays_** Management uniform
- Monthly 1-1 review meetings with your Line Manager
- Recommend a friend bonus scheme

**What will you do in the role?**

Supporting your Manager, you will **Work as One Team** with internal & external stakeholders to ensure your team deliver **VIP industry leading Customer Service** to our all-important customers during their holiday with us. You will be provided with fantastic training to ensure you:

- ** 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 **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** which you are able to use for work purposes.** Business** **Travel expenses will be reimbursed**.**

To meet some of our team and find out what life is like with **_Jet2holidays_** follow us on Facebook**:_Jet2Careers Overseas_**

**Division**
- Jet2holidays

**Careers With Us**
- Holidays Operations

**Careers Dept**
- Overseas roles in Destination

**Careers Team**
- In Resort

**Business Area**
- Jet2holidays

**Team**
- Overseas