Operations Manager - Overseas

Solmar Villas are a multi - award winning, positively focussed, driven business, offering high quality villa holidays across Europe and the USA, with our Head office based in Burton-on-Trent in 
Staffordshire.
With 30 years of service excellence and a wealth of awards under our belt, we continue on a strong growth path and there has never been a better time to join us. We're now looking for a results driven, customer focussed Operations Manager for Overseas to join the Operations Division.

Job Overview
Reporting to the Operations Director, you will lead the Overseas Operation, spanning 6 countries and over 30 destinations, driving a best-in-class customer experience in all resorts. You will be 
responsible for leading, coaching and developing the Overseas Team.

You will provide your team with all the equipment, tools and skills they require to ensure exceptional service is delivered to our customers from the moment they reach their destination and throughout their holiday. You will work hand in hand with UK pre and post stay departments to ensure a seamless guest experience is delivered to all customers.

As the face of the Overseas Operations team across all internal departments, you will foster positive collaborative relationships, championing our brand and our, and bring the Solmar way of life into everything you do. Responsible for maintaining excellent / effective relations with partners and key stakeholders, you will ensure service levels are agreed and adhered to at all times.

Working within the Senior Operations team, you will assist the Operations Director in developing the guest experience, appropriate structures, working practices, products and services. We’re looking for an exceptional individual who thrives on carrying out regular reviews of processes & procedures in order to optimise the guest experience.

There is a need for you to be present for the entire overseas team and with this a degree of overseas travel will be required at key times of the year.

Key Responsibilities will include:
Management & Leadership
· Delivering effective line management to 5 direct reports, as well as providing leadership, support, mentorship and guidance to the wider Overseas Operations Team, optimising their own and their team’s performance.
· Identifying gaps in knowledge and training opportunities and supporting the wellbeing of the team and providing coaching, training and guidance for all team members, including direct reports and overseas staff.
· Ensuring effective Resource Planning and operational cover in line with seasonal activity and business peaks.
· The ability to maintain professionalism at all times; demonstrating company values, and working within the boundaries of Solmar policies.

Operational
· Instilling a positive and motivating work environment to encourage high productivity and a focus on the customer.
· Identifying opportunities for improved customer experience, operational delivery and improved internal ways of working with colleagues across the business.
· Developing and delivering a customer first approach by analysing data and commercial activity to ensure all efficiencies and opportunities are maximised.
· With HR support, lead the overseas recruitment strategy and support this process.
· Supporting Regional Managers in enhancing the quality of the product through appropriate investment and nurturing positive and influential supplier relationships.
· Ensuring all processes are regularly reviewed and evolving; championing best practice alignment across the regions.
· Providing direct support for the operation during peak trading periods, including hands-on involvement in customer escalation processes and out of hours senior on-call escalation rota, including occasional weekends.
· Representing and leading the Overseas team in the event of any crisis management activity, ensuring the company response to potentially disruptive or unexpected events is positively controlled.
· Working with the Safety & Risk team to ensure all H&S process and standards are of the utmost priority across all regions.

Systems, Reporting & Analysis
· Determining appropriate KPI’s to motivate, manage and measure the performance of both Regional & Villa Managers .
· Ensuring all relevant customer feedback platforms and social media channels are monitored, measured and themes are used to implement short term change and long-term development of the guest experience.
· Providing management information, analysis and reports as part of internal working groups to evolve the operation and for the board as required.

Finance
· Assisting in resource and operational costs budget setting processes.
· Manage resource budget and expenditure throughout the year.
· Guiding Regional Managers in the prioritisation of available finance to enhance quality in villa inventory.

Location and Hours
We have a hybrid working model where you will be based in our offices in Burton-Upon-Trent Monday - Wednesday and work from home on Thursday and Friday. You will require wi-fi and a suitable workspace in your own home but we will provide your technical equipment needed for the role. to provide effective support for the team some on-call escalation and occasional weekend working will be required on a rota basis.

Skills & Experience:
· 5+ years’ experience of operations in a customer experience focussed business at middle management level.
· While prior experience in the travel industry is advantageous, candidates with transferable skills from other service sectors who can quickly adapt to the specific challenges and nuances of the 
industry are of interest.
· Exceptional communication skills, both verbal and written; demonstrating an ability to communicate and influence at all levels across language and cultural barriers.
· An exceptional individual who thrives on carrying out regular reviews of processes & procedures in order to optimise the guest experience.
· Experience of leading a diverse workforce with a mix of remote and hybrid working environments.
· Creative flair, with an ability to think innovatively and reach appropriate solutions to challenging problems.
· An ability to work under pressure, dealing with tight and ever-changing deadlines whilst demonstrating high levels of competency and commitment to all stakeholders.
· Highly organised, with the ability to plan annual peaks and troughs of work flows and developments, reflecting the business trading patterns.
· Strong presentation and facilitation skills.

Benefits:
• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance
• Sick pay

Schedule:
• Monday to Friday - 37.5 hours per week
• Weekend availability

Ability to commute/relocate:
• Burton-On-Trent, DE14 2WE: reliably commute or plan to relocate before starting work (required)

Experience:
• Leadership: 2 years (required)
• Budget Management: 1 year (required)

Work Location: Hybrid remote in Burton-On-Trent, DE14 2WE

To apply for this role, please click "Apply"