Join our award-winning Management Team at Jet2holidays and create memories for our all-important customers during their well-deserved holiday!
Resort Team Leader Role
As a valued Resort Team Leader, you will play a vital part in leading a team of Resort Customer Helpers – Representatives responsible for delivering outstanding customer service and enhancing our customers' holiday experience in resort. You will collaborate with internal & external suppliers and stakeholders, taking responsibility for your team's performance using Management Information (MI) and our in-house digital systems.
What We Offer
* Excellent salary
* Fully paid management training, company mobile phone & laptop
* Monthly 1-1 review meetings with your Line Manager
* 31 days holiday entitlement per annum
* Discounts on Jet2.com & Jet2holidays flights & holidays
* Recommend a friend bonus scheme
Role Responsibilities
Supporting your Manager, you will work as one team with internal & external stakeholders to ensure your team delivers VIP, industry-leading customer service during our customers' holidays. Your responsibilities include:
* Creating memorable experiences by working closely with hoteliers to meet customer expectations.
* Investigating reported issues in hotels and resolving customer escalations or emergencies using our digital systems.
* Creating and issuing monthly rosters in collaboration with our UK-based planning team, aligned with SLA levels and budgets.
* Hosting team meetings, delivering training, conducting performance and welfare reviews, and supporting your team in resort.
* Analyzing MI and customer feedback daily to drive improvements, in collaboration with the Destination Manager and stakeholders.
Working Conditions
Our Resort Team Leaders are well-organized and adaptable, with working hours varying each month, including early starts, late finishes, split shifts, and weekends. Being on call for emergencies in resort or at the airport is also part of the role.
Key Qualities and Skills
Passion for customer experience, team management skills, ability to perform under pressure, data analysis skills, positive attitude, and proficiency in IT and digital systems are essential.
Candidate Requirements
Experience in Tour/Holiday Operations or similar, managing a customer-facing team, and a passion for customer service are required. A conversational level in the local language is advantageous. You must have the right to work in Spain, be willing to relocate, and have access to a vehicle for work purposes, with expenses reimbursed.
Application Process
Apply today to join the UK’s leading Tour Operator! The recruitment process includes a video interview, a call with our Recruitment Team, and an interview with our Overseas Operations Management team. Follow us on Facebook: Jet2Careers Overseas to learn more about life with Jet2holidays.
We look forward to your application and welcoming you to Jet2holidays!
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