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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.

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO 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%
• Car Benefit – cash allowance - £4800 per annum
• Free private medical insurance after 1 years' 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

• To develop, continuously improve and deliver market leading shore experiences
• Drive an operationally focussed shore team and work with the onboard team to exceed guest expectations on excursion delivery
• Build and maintain business relationships. Responsible for establishing a positive, long-term relationship with shore excursion agents and DMC’s.
• Managing supplier relationships and addressing any areas of concern or uncertainty which could adversely impact on the quality of service.
• Responsible for ensuring the best tour programmes are made available in all ports through appropriate research, that matches the agreed strategic brief and exceeds guest expectation, including undertaking and/or arranging route proofing of new ports or areas of concern.
• Ensuring Saga Included Excursions, which are an important part of the produce deliver guest experience and are bespoke for the Saga guest
• Responsible for product pricing in line with agreed strategies and budgetary requirements. To negotiate best price for shore excursions and shuttle buses.
• Responsible for ensuring all shore excursion cost set up including contract set up is accurate and error free to maximise revenue and margins in line with brief and agreed policies.
• Propose department's financial budgets for approval. Manage financial budgets, including forecasting and appropriate cost controls.

• Monitor Guests satisfaction levels and trends, related to all services through the constant analysis of scores, questionnaires & ship reporting.
• Briefing and cooperation with our marketing team to ensure the correctness of any company collateral, brochures, and website content and prepare product presentation to share with Sales teams
• Offer a range of shore excursions which ensure that sufficient capacity is contracted to meet included tour requirements and optional tour forecast margins.
• To represent Saga Cruises at trade events/industry conferences and fam trips, as appropriate.
• To Champion product and ensure that all products are capable of delivering the highest levels of quality that Saga demands.
• To deliver innovative excursions that can attract first time buyers.
• To ensure that proposed products are in line with insurance risk guidelines and do not contradict Health and Safety guidelines.
• To refine the product by analysing competitors’ products, monitoring their activity and devising appropriate responses.
• To work closely with the cruise itinerary planner to ensure best experience outcome for shorex and best destination led itineraries.
• Ensure new tour details are provided to the Content Team that truly reflects and does justice to the contracted excursions. To check copy for main mailing and any other promotional and marketing requirements.
• To lead the team in briefing and de-briefing onboard Explore Ashore team personally for their specific cruises.

• Ensuring robust cost and revenue controls are adhered to in respect of any non-budgeted or unnecessary expenditure or refund requests from Shore Excursion Managers and/or agents i.e shuttle buses, non-contracted costs and customer refunds.
• Excursion timings are optimised to support the hotel operation and not impact overall guest experience

• Experience of managing shorex operations
• Stakeholder Management
• Talent development
• Experience of leading a team
• Commercial, influencing and analyticalbackground
• Travel Experience - European and worldwide knowledge
• Guest focussed track record
• Flexible and willing to travel (Europe and International) as part of the role when required
• Time Management – ability to work towards tight deadlines
• Flexible and adaptable with outstanding attention to detail
• Ability to develop and maintain close working relationships
• Operationally minded leadership
• Mentoring coaching and team management
• Ability to work on own initiative and remain calm under pressure
• Excellent communication and interpersonal skills
• Excellent reasoning and problem solving skills
• Understanding of budget planning and P&L Management
• Strong Commercial acumen
• Values Champion

Saga Values:Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.

We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignityand respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.

Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.

For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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