Operations director

Job Description

Company Description
Solmar Villas is a family-owned business based in Burton Upon Trent. We specialize in providing beautiful villas with private pools for clients across Europe. With over 30 years of experience, we offer a wide range of villas across more than 30 destinations. Our priority is to make the booking process smooth and ensure that our guests have everything they need before and during their stay. With our villa managers nearby and 24/7 phone support, we provide peace of mind for our customers.

Role Description
This is a full-time hybrid role for an Operations Director at Solmar Villas. Based out of our Burton Upon Trent offices Monday - Wednesday, then home based on the remaining days.

The Operations Director oversees the smooth, efficient running of the day-to-day operational business. Under their remit, they are responsible for Customer Experience and Operations throughout the customers journey including direct leadership of the Pre-Travel, Overseas and Customer Resolution teams. You have responsibility for ensuring the customer and supplier experience is seamless by promoting excellent customer and supplier service through effective team management.. You will lead the implementation of business processes and strategies, working in partnership with other departments to ensure the smooth business operation and drive the strategic and operational direction of the company through their experience and track record of adding value to business performance.

Key Responsibilities
Lead, coach, develop, recruit and retain talent/future talent.
Manage team performance; develop and evaluate the team members on agreed KPIs. Review workloads and staffing of Customer focused teams.
Spearhead, lead, develop and deliver workflow processes and system improvements within the operational team and collaborate with other departments on those changes.
Define and guide department activities and communications to ensure best practice, adherence to standards and operational efficiency
Drive improvements in villa operations and guest satisfaction by fostering a collaborative team environment
Develop and maintain metrics, analytical reports, key performance indicators to optimise operations
Oversee and manage the operational and strategic elements of the operations function
Prepare and present annual business plans to the MD and lead the company’s understanding of the operational performance of the business
Execute a continuous improvement process to ensure the business focuses on mid- and long-term operational plans
Proactively seek out opportunities and then deliver business improvements that increase effectiveness, improve efficiency and add value
Analyse and develop performance insights including business trends, drivers, opportunities and threats to determine innovative strategies
Lead crisis management activity to ensure the company response to a potentially disruptive or unexpected event is effective to include planning the response, establishing monitoring systems and practices to detect early crisis and establish/train stakeholders

Requirements/Qualifications

A minimum of 5+ years of operational experience in driving a customer first operational approach at a similar structural management level in the travel industry is essential.
Excellent problem-solving and decision-making abilities
Strong leadership and communication skills
Proven track record in interrogation of existing process and transformational process development
Leadership experience; proven experience of managing, motivating and leading a team
Strategic and critical thinking; be able to understand business opportunities; applying innovative thought to exploring these to their full potential
Excellent communication skills, both verbal and written; demonstrating an ability to communicate and influence at all levels
An ability to work under pressure, dealing with tight and ever-changing deadlines whilst demonstrating high levels of competency and commitment
An adaptable approach to supporting the business outside of working hours, if needed, in business-critical situations