Holiday Service Manager

2 months ago

Overland Park, United States Meadow Bay Villages Full time

Holiday Service Manager - Billing Aquadrome - Live In Available - Northampton, Northamptonshire

Responsible To: General Manager

Responsible For: Reception, Accommodation & Touring Manager and their teams.

Permanent/Seasonal: Permanent

Purpose of the Role: To lead their team in delivering an amazing guest experience, and achieving all financial targets and goals.

Responsible for: The successful management of all functions within the Holiday Services Operation. Delivering holidays to a wide range of guests with varied needs and desires

Role Overview:

As the Holiday Services Manager you are responsible for engaging and inspiring your team each day and setting direction in relation to day-to-day activities and tasks. The Holiday Services Manager ensures that the team are focussed on delivering the very best guest experience, exceeding targets, following standard operating procedures and driving continuous improvement.

Key Responsibilities:

  • Role model effective leadership behaviours that align with our vision and values, setting a strong example at all times. Lead, coach, and motivate the team daily to ensure all areas of holiday services are fully covered, providing guidance to team members when necessary. Address any team-related issues as they arise and support team members through their induction, mandatory training, and specific role development.
  • Take ownership of service delivery, ensuring the entire team is focused on delivering outstanding guest experiences.
  • Confidently handle guest concerns, utilising problem-solving skills to find effective resolutions. Proactively react to guest feedback and work collaboratively with the team to quickly address areas for improvement.
  • Ensure efficient operations across all areas of responsibility, optimising resources and ensuring tasks are completed to a high standard.
  • Meet and exceed targets and key performance indicators (KPIs) for Holiday Services.
  • Ensure all team members possess the necessary qualifications and have completed all required training, with support from the wider leadership team.
  • Identify and develop future talent within the department, ensuring all team members have an effective Personal Development Plan (PDP) in place with leadership support.
  • Complete administrative tasks such as Team rotas, accurate reporting of team hours, and ensuring compliance with safety and legislative requirements.
  • Exceed guest expectations by delivering a fantastic experience.
  • To understand and operate the Elite Parks system to ensure the effective and smooth running of the Holiday Bookings function and Owner Accounts function.
  • To effectively oversee both the Accommodation and Touring department systems and processes.
  • To effectively oversee the management of guest feedback, responses required and any actions taken.
  • To comply fully with all company policies and procedures.
  • Lead the team in a dynamic, fast-paced environment to exceed KPIs, fostering a positive culture where the team can thrive. Promote career progression, constant improvement, and inspire the team to achieve their best.

A Holiday Services Manager Needs To:

  • Be highly organised to manage the seasonality of the role. Lead recruitment efforts at the start and throughout the season, ensuring optimal team headcount, performance management, and welfare, working closely with the leadership team.
  • Possess an exceptional attention to detail, ensuring that high standards are consistently met by each team member.
  • Effectively lead and manage holiday service programs, including any off-season maintenance or improvement projects, to ensure continual enhancements to guest experiences.

Understanding the scope of the role:

Business Impact:

Directly influences the park’s performance through effective management of the Holiday Services department.

Planning / Budgets:

Responsible for creating daily and weekly operational plans and ensuring the Holiday Services department stays within budgetary targets.

People Impact:

Responsible for engaging, inspiring, and motivating the Holiday Services team.

Expertise:

Demonstrates a deep understanding of the Holiday Services operation (including Accommodation and Touring) and their management.

 

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