SUMMER OPERATIONS MANAGER

Job Title: 

Operations Manager

Location:  

Positions in Greece, Croatia, Italy & Spain

Department: 

Overseas Operations 

Direct Reports: 

Beach Manager, Waterski Manager, Children’s Club Manager, Guest Services Manager

Reports to: 

Head of Operations

Salary: 

Competitive salary –  based on experience + accommodation + great overall package – Further details upon application

 

Job Role Summary:

Working for Neilson Active holidays is more than a job; it’s a lifestyle! Spend the summer season based in one of our beautiful European summer resorts where it’s all about, creating a fantastic holiday experience for our guests.

Working closely with our third-party hotels/suppliers, you’ll manage the day-to-day operation and performance of our Neilson properties.

You’ll focus on generating sales revenue, ensure that all standards are maintained, and ensure that Neilson consistently exceeds guest expectations.

Along with your resort team, you’ll ensure that we give our guests confidence in the fact that every element of a Neilson holiday is being delivered by people that care.

Key Responsibilities and Tasks:

Within your role, you will…

  • Ensure that all departments are run in accordance with our company policy
  • Prioritise guest and staff welfare, ensuring a personalised service is provided at all times
  • Provide ongoing training for all active employees to ensure the highest level of competence when undertaking their duties
  • Work together with our partners to also ensure the successful delivery of all necessary training to our partner employees
  • Be a role model and champion of Neilson Active Holidays. You’ll embrace our vision & values in a professional, positive manner
  • To achieve the set customer service and financial targets across all departments

Customer Service:

  • You’ll build rapport with our guests and all members of your team to enhance the Neilson experience
  • You’ll anticipate the needs of our customers and responded appropriately
  • You’ll identify and resolve any customer issues or complaints effectively
  • You’ll analyse customer complaints to identify trends and improve the overall service delivery

Compliance:

  • You’ll monitor and maintain all aspects of the property in accordance with our health and safety policies
  • You’ll ensure the delivery of our product is in line with company standard operating procedures
  • You’ll identify any equipment/supply requirements and promptly report defects to the Head of Operations
  • You’ll ensure that all records are maintained in accordance with all company and legal requirements

 Operational Management:

  • You’ll manage and motivate your team to achieve all set targets
  • You’ll prioritise the needs of your team to ensure they can perform to the best of their ability
  • You’ll be highly organised at all times to achieve your set objectives
  • You’ll empower your direct reports, delegate effectively and support your team in taking ownership of their departments
  • You’ll take control, monitor, and make effective use of your manpower, material resources balancing both budgetary requirements with the needs of our guests
  • You’ll support and communicate effectively with your teams
  • You’ll execute all verbal/written communication in a manner, level, and pace, that will achieve a mutual understanding and build effective working relationships
  • You’ll support in the effective recruitment and selection of new overseas employees in line with company procedures, best practices and wage budgets

 Performance Management:

  • You’ll identify the training needs of all direct reports in relation to our business plan and our set objectives
  • You’ll provide feedback by means of regular one to ones and following the appraisal process for each employee
  • You’ll take ownership for the management of poor performance and conduct issues in accordance with the UK HR team
  • You’ll motivate your team through recognition, reward and incentives

Financial:

  • You’ll set, monitor, control the budget and expenditure within your property
  • You’ll deliver resort income through effective target setting and support
  • You’ll complete detailed inventories for all staff accommodation while taking utility readings at both the beginning and the end of season
  • You’ll promote responsible tourism for the benefit of the environment and create a culture of low wastage

Leadership, Management, Personal Skills & Qualities:

It’s essential that you:

  • Can lead, motivate, train a team and maintain effective working relationships
  • Motivate and problem-solve
  • Can influence our partners
  • Have a solid operational knowledge covering the safety procedures that relate to the activities offered by Neilson Active Holidays
  • Have a solid understanding of the Neilson activity and hospitality programme
  • Can effectively communicate with guests of all ages, other management, and of course all members of your team
  • Have a knowledge and understanding of child protection
  • Are computer literate with a working knowledge of Microsoft Excel and Word
  • Able to display strong leadership skill and reliable personal presence
  • Able to demonstrate focus, energy and tenacity in the pursuit of results
  • Are self-motivated and able to motivate, influence and inspire others

Technical Skills & Knowledge:

Essential

  • Proficient with Microsoft Office & Excel
  • Excellent numeracy skills
  • A strong command of the English language

Desirable

  • Necessary basic language skills for the country of work

Experience and Track Record:

You must be organised and punctual with previous professional experience in:

  • Managing an overseas operation
  • Staff management
  • Achieving targets
  • Budget control
  • Maximizing revenue

You should have:

  • Previous knowledge of the Neilson product
  • Previous experience working as a coach or instructor

Qualifications, Training, Professional memberships & Accreditations:

Essential 

  • Educated to GCSE standard

Desirable 

  • Management qualification e.g. Degree or equivalent

This job is full on, but it’s so rewarding… I love it!

Neilson are a great company to work for and there’s loads of opportunities to progress!