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Job description

Key Responsibilities Customer Focus > To create and encourage a positive impression of Harvey World Travel. > To lead by example in every area of customer service. > To provide exceptional customer service by demonstrating effective sales management. > To be genuine and enthusiastic and show the customer that you value them by actively seeking to enhance information given to customers by yourself and other members of your team. > To deal with complaints in a calm and diplomatic manner and be able to deal with a wide range both internal and external customer issues. Interpersonal > To effectively communicate and filter information between management and the sales team, including written communication in response to a variety of requirements. > To effectively plan and organise yourself and others. > To effectively handle a wide range of situations from internal and external customers to team members, remaining enthusiastic and positive. > To interact with the whole team to create a happy and upbeat sales environment, taking the time to get to know individual team members and build relationships. > To lead by example in team meetings and training sessions, communicating assertively and adapting your style to suit the environment. Commercial Awareness > To plan and implement in-house promotions and maximise campaign, incentive and promotional opportunities. > To effectively set complex targets that take into account shift working, longer opening hours and high staff numbers. > Be able to discuss and analyse all areas of commercial performance and suggest workable ideas and solutions to improve revenue and profit generation. > To know your shop targets and understand their contribution to the region and Harvey World Travel, and be able to measure performance against comparable units. Product Knowledge > To interact with others to share and keep up to date your in-depth product and brand knowledge. > To have excellent knowledge of all Harvey World Travel preferred supplier products and other key tour operators, and to have a detailed knowledge of their brochures and destinations, enabling you to sell any holiday type. > To have a detailed knowledge of all ancillary and insurance products, foreign exchange currencies and rates, world geography and European and worldwide destinations. Systems, Standards & Procedures > Proactively checking audit points and general controls are in place and the action points are followed through. > To have a complete understanding of all Company booking and IT systems, and be able to demonstrate this knowledge to your team. > To ensure Company standards are met at all times within your shop. > To lead by example and act as a role model to ensure the effective and consistent implementing and adherence of Company policy, procedures and standards. People Management > To lead a team to achieve business objectives and manage managers who develop individual performance and team capability. > 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 and meetings, and setting competency based SMART objectives. > Recruiting and retaining high quality people, whilst ensuring that your team skills are continually improved through structured performance reviews, clearly linked objectives and feedback. > To conduct performance reviews in line with Company standards, identifying future potential and develop individuals in readiness for the next job. > To manage sensitive staff situations diplomatically, assertively and effectively, and know how and when to use grievance or disciplinary procedures.