Resort Team Leader - Hurghada

Role Summary

Supporting your manager, you will Work As One Team with internal and external stakeholders to ensure your teams deliver VIP industry-leading customer service throughout every stage of our customers' holiday experience, from arrival at the airport through to their time in resort and return journey home. You will be provided with comprehensive training to ensure you: •Create Memories for our customers by analysing MI & Customer Feedback daily to drive results and improve CSAT’s and OTP performance as needed. •Take Responsibility for investigating and resolving customer escalations, operational challenges, flight disruptions, serious incidents and emergency situations using our in-house digital systems. •Create and issue monthly rosters alongside our UK-based Planning Team in line with SLA requirements and budgets and support performance management activities, including coaching, development, recognition and HR-related processes. •Be Present for your teams by hosting regular in-person and virtual team meetings, delivering training for new and existing colleagues, and conducting monthly performance and welfare 1-1s. •Work as one Team with Destination Managers, Agents, Transfer Providers, Hotel Partners and wider stakeholders, using MI, customer feedback and operational performance data to drive improvements and achieve business objectives. Our Team Leaders are organised, flexible and adaptable leaders who can effectively manage a varied operation across both airport and resort environments. Working hours will vary throughout the season and will include early starts, late finishes, split shifts and weekend working. As part of our management team, you will also be required to participate in an on-call rota and provide support during operational disruption, emergencies, major incidents and customer escalations both in resort and at the airport.