Head of Destination Experience (Operations)

Saga Plc; Folkestone; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading company in the travel sector seeks a Head of Destination Experience to lead the Shore Excursions department. This role involves financial management, itinerary planning, and enhancing guest experiences through innovative excursions. The ideal candidate will possess strong leadership and stakeholder management skills, with a focus on quality and operational excellence.

Benefits

25 days holiday + bank holidays

Pension scheme matched up to 10%

Annual bonus - Up to 15%

Free private medical insurance after 1 year

Life assurance policy on joining

Wellbeing programme

Colleague discounts on cruises and holidays

Enhanced maternity and paternity leave

Access to Saga Academy

Qualifications

• Experience managing shorex operations.
• Strong stakeholder management skills.
• Commercial, influencing, and analytical background.

Responsibilities

• Develop and deliver market-leading shore experiences.
• Manage supplier relationships and ensure quality.
• Monitor guest satisfaction and trends for improvement.

Skills

Stakeholder Management

Team Leadership

Communication

Time Management

Analytical Skills

Job description

Head of Destination Experience (Operations)

Salary - £45,000-£65,000 (dependent on experience)
FT 35 hours per week
Hybrid Folkestone – 3 days per week in our Folkestone Office

Here at Saga, we are looking for a Head of Destination Experience (Operations). This role leads the Shore Excursions department, creating Saga bespoke, innovative, safe, value-for-money, market-leading included and optional excursions.

Leading the team with financial management and contracting responsibility, playing a key role in itinerary planning, preparation of material, briefings, quality control, and execution of excursions for guest experience.

Package Description

Every day our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, which is why we have put together an amazing benefits package for all colleagues.

• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Annual bonus - Up to 15%
• Benefit – cash allowance - £4800 per annum
• Free private medical insurance after 1 year of service
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups, and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

Main Responsibilities

• Develop, continuously improve, and deliver market-leading shore experiences
• Drive an operationally focused shore team and collaborate with the onboard team to exceed guest expectations on excursion delivery
• Build and maintain business relationships with shore excursion agents and DMCs
• Manage supplier relationships, ensuring quality and addressing concerns
• Ensure the best tour programmes are available in all ports, matching strategic briefs and exceeding guest expectations
• Ensure Saga Included Excursions are bespoke and enhance guest experience
• Manage product pricing, negotiate costs, and ensure contracts are accurate and compliant
• Propose and manage financial budgets, forecasts, and cost controls
• Monitor guest satisfaction and trends, using feedback for continuous improvement
• Coordinate with marketing to ensure accurate promotional content
• Represent Saga Cruises at trade events and industry conferences
• Champion product quality and innovation
• Align new tour details with branding and marketing materials
• Lead onboard team briefings and debriefings
• Maintain cost and revenue controls, managing expenditure and refunds
• Optimize excursion timings to support hotel operations and guest experience

The Ideal Candidate

• Experience managing shorex operations
• Strong stakeholder management skills
• Talent development and team leadership experience
• Commercial, influencing, and analytical background
• Travel experience, European and worldwide knowledge
• Guest-focused with a track record of delivering quality
• Flexible and willing to travel internationally
• Excellent time management and attention to detail
• Operational leadership and mentoring skills
• Ability to work independently and under pressure
• Excellent communication and interpersonal skills
• Budgeting and P&L management understanding
• Strong commercial acumen

Values and About the Company

Saga has been the UK's trusted provider for over 70 years, offering cruises, holidays, insurance, and more to those over 50. We are committed to inclusivity, diversity, and making a positive impact. Recognized as one of the UK's Best Employers, we foster a culture where colleagues can thrive and be their authentic selves.