As our new Destination Services Lead you will be responsible for leading, developing and inspiring the Destination Services Team, ensuring they effectively support Hosts and Tour Managers. Other accountabilities will include:

Deputise for the Destination Services Manager when required
Provide coaching, feedback and structured development to drive performance and capability
Alongside Duty Office, act as the escalation point for complex operational or people challenges
Ensuring a consistently high-quality, personalised guest experience across all holidays
Working with the Quality team to analyse guest feedback, reviews, and NPS, identifying trends and driving improvements
Sponsoring initiatives to enhance the end-to-end holiday experience
Overseeing the end-to-end recruitment and selection process, ensuring the most effective sourcing and hiring strategies are applied.
Designing, reviewing, and delivering comprehensive training programmes for both new and existing hosts and tour managers to ensure consistent service excellence.
Overseeing the smooth delivery of all in-destination operations
Ensuring adherence to company standards, processes, and health & safety requirements
Working cross-functionally to resolve issues and operational challenges impacting the guest experience
Leading resource planning activities with a holistic approach, evaluating current structures and implementing improvements to enhance key guest experience touchpoints
Ensuring full compliance with overseas employment legislation, seeking guidance where required to maintain best practice and risk mitigation.
Analysing performance metrics (guest feedback, KPIs, cost, service levels) to drive improvements
Identifying opportunities to enhance efficiency while maintaining high service standards, supporting the Destination Servies Manager to implement improvements to enhance both efficiency and quality
Championing the effective use of technology within resort operations, supporting the implementation of new systems and digital solutions to enhance efficiency and guest experience.
Building strong relationships with UK-based teams including Product, Operations, Quality and Customer Experience
Developing effective partnerships with local suppliers and partners
Planning and executing annual events for hosts and tour managers to enhance engagement
Being responsible for creating regular engagement opportunities with both communities

As our Destinations Services Lead, you will have proven leadership experience within travel, tourism or hospitality, with the ability to lead and develop both UK-based and overseas teams
Strong people management capability, including coaching, performance management, and driving measurable improvements
Passion for delivering exceptional customer experiences, with a track record of achieving high guest satisfaction and quality scores
Confident and resilient decision-maker, able to manage operational environments and resolve issues effectively under pressure
Strong stakeholder management and communication skills, with the ability to influence, align and build trusted partnerships
Commercial awareness, balancing customer experience with operational efficiency and business performance
Target-driven and accountable, with a focus on delivering against KPIs and business objectives
Analytical mindset, using data and insights (e.g. feedback, MI, KPIs) to drive continuous improvement
Highly organised with strong attention to detail, able to manage competing priorities in a fast-paced environment
Proactive and forward-thinking, identifying opportunities to improve ways of working and enhance the guest experience

At Saga Travel, we're passionate about creating exceptional travel experiences for people over 50. As our Destination Services Lead, you'll play a key role in making that happen by leading the team that supports our Tour Managers and Hosts, ensuring they have everything they need to deliver exceptional service across our collection of escorted tours, resort stays, and worldwide destinations.

25 days holiday + bank holidays
Option to purchase additional leave - 5 extra days
Pension scheme matched up to 10%
Company performance related annual bonus - Up to 5%
Life assurance policy on joining us, 4 x salary
Wellbeing programme
Colleague discounts including family discounts on cruises, holidays and insurance
Range of reductions and offers from leading retailers, travel groups and entertainment companies
Enhanced maternity and paternity leave
Grandparents leave
Income protection
Access to Saga Academy, our bespoke learning platform

5 Saga Plc jobs in England & Wales