Resort Sales Operations Manager

At Crieff Hydro Family of Hotels, we're in the business of creating unforgettable memories for the thousands of guests who visit our seven hotels. As our Resort Sales Operations Manager, you'll be at the heart of shaping these experiences, ensuring our guests' journeys begin on a high note and that our team thrives in delivering exceptional service. Reporting to the Head of Resort Sales, you'll lead the daily operations of the Resort Sales department, supervising and supporting a team of 17 Resort Sales Agents. This dynamic role involves much more than management; you'll also train, develop, and motivate your team, fostering a culture of growth and collaboration. You'll play a pivotal role in supporting the wider business, including operational teams across all our hotels. From handling escalated complaints to spearheading projects, managing incentive schemes, and overseeing numerous inboxes, your ability to take initiative and multitask will be key. What we need from you We're looking for someone who thrives in taking ownership, works effectively both independently and as part of a team, and excels at collaborating across departments. You'll be results-driven, highly organized, and an inspiring leader who motivates others to achieve targets and deliver outstanding guest experiences. You'll bring a proactive and collaborative approach, working seamlessly with other departments to achieve shared goals and tackle challenges head-on. You'll have the ability to plan and manage staff rotas, ensuring optimal coverage to meet business needs, and support the Resort Sales Development & Support Manager with scheduling and delivering training as well as conducting quarterly and yearly performance reviews for each Resort Sales Agent. With excellent problem-solving expertise, you'll think on your feet to resolve issues, implement new processes, and deliver solutions that enhance both team performance and guest satisfaction. You will play an active role in attending and contributing to meetings with external suppliers, ensuring smooth collaboration and alignment with business goals. Additionally, you'll oversee the functionality of automated systems within the department, ensuring they operate effectively and swiftly implementing fixes when needed. A clear and effective communicator, you'll engage confidently with guests, team members, and other departments, fostering strong relationships and ensuring smooth operations. Your keen attention to detail will ensure compliance with GDPR regulations and maintaining of high-quality standards. How you know you're doing a great job

• You'll know you're succeeding when the financial performance of the department consistently meets or exceeds targets, with clear and actionable updates provided daily and monthly.
• By tracking and analysing individual agents' monthly incentive results, you'll see tangible evidence of your team's success and engagement.
• Regular 1-2-1s with your line manager will provide constructive feedback, guidance, and recognition for your achievements, ensuring your efforts align with the overall goals of the department. Through these measurable outcomes and ongoing collaboration, you'll have a clear sense of the positive impact you're making.
  
  Previous supervisory or managerial experience - ideally in a similar role.
• A passion for delivering exceptional customer service and developing a small, high-performing team.
• Flexibility & an open mind.
• Organised with a keen attention to detail.
• Proficiency in Microsoft Office, particularly Excel and Outlook. Familiarity with Maestro PMS is a bonus.
• Strong analytical skills to create and interpret management reports.