Description: |
Job Purpose:Through effective leadership skill, motivate and develop the team to achieve sales and targets and ensure the efficientrunning of the shop.Requirements:Customer Focus:- To provide exceptional customer service by demonstrating effective sales management- To be calm and handle all situations effectively.- To interact with customers, making them feel valued and special and to support colleagues and other members of theteam.- To deal with more complex problems and make customers feel their complaint is being handled personally and to supportcolleagues and other members of the team.- To deal with a range of both internal and external customer issues in a diplomatic manner.- To be genuine and enthusiastic and show the customer that you value them by actively seeking to enhance informationgiven to customers by yourself and members of your team.- To act on any customer feedback received, for example mystery shopper, internal or external channels to improvecustomer service.Interpersonal:- To effectively plan and organise yourself and others.- To effectively handle a wide range of situations from internal and external customers to team members, remainingenthusiastic and positive.- To develop and coach your team effectively.- To ensure all staff receive all necessary training and development in order to carry out their job successfully and tothe highest level.- To meet and exceed Company targets in sales, foreign exchange and other ancillaries at every opportunity.- To lead by example when selling and always demonstrate the correct sale process.- To modify and adjust personal behaviour and styles as appropriate to the current circumstances. To take ownership ofCompany messages as required.- Be pro-active about your own personal development.Commercial Awareness:- To understand the impact of margin/discount control and effectively manage margins in conjunction with obtaining up todate competitor awareness.- Collate and analyse regular sales feedback from your team to maximise campaign, incentive and promotionalopportunities.- To plan and implement in-house promotions and identify areas to target for promotion of the business.- To know your targets and understand their contribution to the region and First Choice, and to measure your shopperformance against comparable units/shops and current local industry market trading conditions, ensuring that thisinformation is fed back to head office.- To be able to discuss and analyse all areas of commercial performance and suggest workable ideas and solutions toimprove revenue and profit generation.- To hold sales review meetings with individual team members, department meetings and attend the monthly unit salesmeetings.Product Knowledge:- To be familiar with all First Choice family products, other key tour operators and demonstrate a good working knowledgeof their brochures and/or foreign currencies and exchange rates, ancillary and insurance products.- To have a working knowledge of all key European and World-wide destinations.- To lead your team by example by using all available reference sources, to provide excellent customer information.- To demonstrate selling of any holiday type, and to be aware of the best availability and prices on a daily basis.- To interact with others to share and keep up to date your in-depth product and brand knowledge.Systems, Standards and Procedures:- To adhere to and positively demonstrate that Company policies, procedures and standards are met at all times. To befamiliar with all changes by looking at the Operations update and intranet frequently.- To understand the importance of audit and administrative procedures on commercial output. To ensure all procedures areadhered to and take corrective measures where necessary to maintain standards.- To have a complete understanding of all company booking and I.T systems and be able to demonstrate this knowledge toyour team.- Pro-actively checking audit points and general controls are in place and the action points are followed through.- To be able to carry out the correct opening and closing procedures with reference to banking and security according tothe published rota.People Management:- To lead a team to achieve business objectives and manage managers who develop individual performance and teamcapability.- To delegate more responsible tasks in order to develop individuals.- To energise and motivate your team through "walking the job", conducting well planned team talks, training sessions andmeetings and setting competency based SMART objectives.- Recruiting and retaining high quality people, whilst ensuring that your team skills are continually improved throughstructured performance reviews, clearly linked objectives and feedback.- To conduct PDU and PDP reports in line with company standards. Identifying future potential and develop individuals inreadiness for the next job.- To manage sensitive staff situations diplomatically, assertively and effectively, and know how and when to use thegrievance or disciplinary procedures.Job Division: MainstreamLocation: Newport |
