Role Purpose Responsible for managing the sales and service of the team in order to deliver and exceed revenue budgets and service targets for the sales and service programme.
Team management-recruiting, training, mentoring performance management and administration to maximize their potential and growth within the company. Assisting the Management Team and Head of Sales and Service to make changes in working practices to aid continuous improvements in sales and service for our guests and implementing this within your team. Manage the team s high standard of service to enquiring guests, new and old, in order to deliver high conversion rates, revenue growth and guest loyalty. Ensure excellent management of the team s bookings from initial enquiry to return home and next booking. Manage and promote our repeat guest strategy within the business. After sales service-manage guest feedback and encouraging further bookings and loyalty. Close liaison with the Sales Operations to ensure travel documentation is being done efficiently. Work closely with the Commercial and Product team to ensure that preferred suppliers are prioritized by the sales team and margins maximized.
Duties that derive from these responsibilities include:
Overseeing your team s performance and continually improve the booking process to optimize conversion and ensure that the guest experience of booking a holiday is efficient and meets high standards of service. Monitoring and improve progress towards sales and GP targets and reporting on performance. Efficient collecting, recording and responding to guest feedback. Maintaining of staffing levels in the sales team on both a short and long term basis, to include input into recruitment, rota planning and management of and recording of absence and annual leave. Performance management of the team to include training, setting KPI s, regular performance reviews. Conducting weekly and bi-monthly one to ones. Managing administration of team s existing bookings, issuing of documentation, collection of monies due and reconfirmation of departures. Management of any online product offering for the team, including product loading, inventory management and fulfilment. Ensure familiarization trips are planned and budgeted, plus guidelines are followed and post familiarization work is all completed within set timeframes. Complete all reporting to the Head of Sales & Service on a weekly and monthly basis as required. Ensure offers and discounts are used to the best effect in order to maximize sales. Understanding the competitive market and keeping the commercial team updated with market developments. Troubleshooting any guest issues; pre, during and post departure, including dealing with complaints.
Handling out of hours emergency calls for guests. Contribute to new product development in conjunction with the Product Development Manager and Head of Sales and Service. Providing input to the IT Director and Product Director for the ongoing development of the in-house reservation system in relation to the products. Motivate and engage and inspire your team to deliver in a fun and educational environment. Such other duties as management may reasonably require from time to time.
Proven Sales Management experience (minimum 1 year). Proven leadership and coaching qualities Recruitment and training of new team members Execution of performance management Handling out of hours emergencies Working within margin guidelines Developing incentive and commission schemes Progressive and dynamic mindset Proficient on excel to an advance level (pivot tables, formulae etc).
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