Holiday Sales Supervisor

HPL Recruitment; Dawlish Warren; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading holiday services company in Dawlish Warren seeks an experienced Holiday Sales Supervisor to lead the front-of-house team. The ideal candidate will possess strong customer service skills and proven conflict resolution experience. Responsibilities include managing daily operations, ensuring smooth check-ins/check-outs, and maintaining high team morale. Candidates should be adaptable and ready to work in a fast-paced environment, with a focus on exceptional service delivery.

Benefits

28 days holiday per year pro-rata

Variety of customer interactions

Qualifications

• Proven experience in a supervisory or team leader role within a customer service environment.
• High level of professionalism and customer focus.
• Ability to stay calm under pressure and manage multiple priorities.

Responsibilities

• Oversee the daily operations of the customer service/front-of-house team.
• Resolve customer complaints promptly and professionally.
• Monitor and improve team performance and morale.

Skills

Customer service skills

Conflict resolution

Team leadership

Excellent communication

Tools

Elite Parks systems

Job description

Overview

Holiday Sales Supervisor – Devon

Summary

• We are seeking an experienced and motivated Holiday Sales Supervisor to lead and support our front-of-house team. The ideal candidate will have strong customer service skills, proven experience in conflict resolution, and a passion for team leadership. You will be responsible for ensuring a smooth check-in/check-out process, managing customer complaints efficiently, and maintaining high team morale through effective delegation and team management.
• Due to the nature of the tourism industry, it is important that staff have a flexible approach to their work. There is a total of 28 days holiday per year pro rata, holidays cannot be taken during school holidays or bank holidays as this is our busiest time. The office is open 7 days a week.
• The office staff work closely with other departments, the main reception is open plan with customers, staff and delivery drivers often calling in. There is a lot of customer contact and variety which makes it a very interesting place to work, during the summer season it can be a busy and noisy office but also very friendly.
• Experience with Elite Parks systems is desirable but not essential.

Key Responsibilities

• Oversee the daily operations of the customer service/front-of-house team.
• Answering general enquiries, passing on important information and messages.
• Handle customer check-ins and check-outs to ensure a seamless guest experience.
• Resolve customer complaints promptly and professionally, escalating where necessary.
• Provide coaching and support to team members to handle difficult situations effectively.
• Monitor and improve team performance and morale through positive leadership and clear communication.
• Delegate tasks appropriately to ensure efficient workload distribution and team productivity.
• Collaborate with other departments to ensure consistent and high-quality service delivery.
• Maintain accurate records of customer interactions and resolutions.
• Ensure compliance with company policies and procedures.
• Contribute to continuous improvement initiatives within the customer service function.
• Work closely with the second supervisor and the manager.
• Refunds: to ensure refunds are processed within the time scale of 10 working days and correctly done so back to the recipient, recorded currently on the sheets and receipts kept and stored.

Required Skills & Qualifications

• Proven experience in a supervisory or team leader role within a customer service environment.
• Strong conflict resolution and complaint handling skills.
• Excellent interpersonal and communication abilities.
• Ability to lead by example and motivate a team.
• High level of professionalism and customer focus.
• Ability to stay calm under pressure and manage multiple priorities.
• Comfortable using customer management systems - Elite Parks experience is a plus.
• Flexible and adaptable to meet the needs of the business.
• Good organisational and office procedure skills.
• The ability to remain calm and level-headed in demanding situations.
• Being able to prioritise work tasks, adjust to shifting priorities and meet deadlines.
• To prioritise workload in an efficient manner and to liaise with management. It is important to be able to assimilate information quickly as there is a lot of training initially, as well as to be helpful, friendly and efficient.
• To monitor outstanding balances and contact guests to get payment for their holidays in advance and, if not received, cancel where needed.

Additional Requirements

• Proven experience in a sales supervisory role or similar position.
• Strong leadership skills with the ability to motivate a team.
• Excellent communication skills, both verbal and written.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to analyze sales data and make informed decisions.