POSITION SUMMARY

Key Responsibilities

• Allocate daily tasks to team, monitor workload, and manage roster and annual leave.
• Support EGS & Guest Support General Manager in recruitment of seasonal team members.
• Plan, produce and ensure a thorough induction and training is delivered to new team members.
• Conduct regular catch ups with the team and ensure on-going development and training needs are met.
• Conduct recorded conversations and complete action plans with underperforming team members.
• Assess Specific Requirement requests and liaise with relevant departments.
• Contribute to the annual review of documents and manuals, identifying any areas that require updating or improving.
• Keep a record of all on road incidents and provide relevant reports.
• Find suitable solutions for guests experiencing medical emergencies or incidents during their trip.
• Deal with escalated complaints and be willing to take decisions in accordance with company policies and procedures, considering compensation and liaising with Guest Relations as required.
• Support on road teams in dealing with challenging situations.
• Undertake share of team workload as required.
• Ensure concise records are kept and ensure compliance with GDPR.
• Collaborate with EGS Team Managers to support one another and provide cover.
• Be part of the Crisis Response team
• Cover the emergency out of hours phone on a roster basis between the hours of 5.30pm to 7am, and assist in the event of an emergency.

Competencies

• Strong organisation and time management skills
• A keen eye for detail.
• Innovative and solution focussed.
• Outstanding communication skills.
• Confident in delivering training.
• Patient and empathetic.
• A passion for customer service.
• Always willing to learn and grow.

Experience

• Experience in a manager or team leader role.
• Tour operator, Travel agency, Airline, Cruise or Hospitality industry preferred but not essential.
• Personal overseas travel experience.