Resort Team Leader - Palermo

Jet2; Palermo; In loco; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A leading holiday company in Palermo is seeking a Resort Team Leader to manage a team of Customer Helpers and ensure outstanding service delivery to guests. You will be responsible for performance management, resolving customer issues, and collaborating with stakeholders. Experience in holiday operations and people management is essential. Benefits include a competitive salary, fully paid training, and career development opportunities.

Servizi

Excellent salary with annual pay review

Fully paid management training

Monthly review meetings

Career progression opportunities

27 days holiday entitlement

Flight discounts

Recommend a friend bonus scheme

Competenze

• Experience managing a customer-facing team required.
• Full right to work documents for Italy needed.
• Driver with access to a vehicle for work purposes.

Mansioni

• Lead a team of Resort Customer Helpers providing outstanding service.
• Investigate and resolve reported problems quickly.
• Create and issue monthly rosters in line with performance metrics.
• Conduct scheduled team meetings and training sessions.
• Analyse customer feedback and MI to drive improvements.

Conoscenze

Experience in Tour / Holiday Operations

People management skills

Conversational local language

Ability to deliver under pressure

IT skills for digital systems

Descrizione del lavoro

Job Description :

Join the Jet2holidays Management Team and help us deliver our award-winning service and unforgettable holiday experiences to our valued customers.

We have a fantastic opportunity to join Jet2holidays as a Resort Team Leader. In this role 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 by regularly reviewing performance metrics using Management Information (MI) reports and our digital systems to identify areas for improvement and implement action plans.

What can we offer you?

We offer our valued colleagues a range of benefits including:

• Excellent salary with annual pay review
• Fully paid management training, company mobile phone & laptop
• Jet2holidays Management uniform
• Monthly 1-1 review meetings with your Line Manager
• Career progression & development across Jet2.com & Jet2holidays
• 27 days holiday entitlement per annum
• Discounts on Jet2.com & Jet2holidays flights & holidays
• 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 delivers 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 monthly rosters alongside our UK based planning team in line with our SLA levels and budget.
• Be present for your team and manage their performance 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 be 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 proven people management skills are 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 with appropriate insurance which you are able to use for work purposes. Business Travel expenses will be reimbursed.

Apply today to join the UK’s number One Tour Operator! Once you have submitted your application, we will then invite you to complete the recruitment process which includes a short video interview, call with a member of our Talent Acquisition Team and interview with our Jet2holidays Overseas Operations Management team.

To meet some of our team and find out what life is like with Jet2holidays follow us on Facebook: Jet2Careers Overseas

We look forward to your application & you starting your career with Jet2holidays!