Joining the TUI Destination Services Team as our Airport Service Team Leader, you will co-ordinate and lead our international group of Reps in the airport to provide contemporary service to a range of our European guests. You will put all guests and employees at the heart of our business and constantly ‘go the extra smile’ by creating unforgettable holiday experiences at the airport that make us famous for service and create guests for life.
As an Airport Services Team Leader you will lead a team to create unforgettable holiday experiences for all of our European guests at the airport with your personality, professionalism and personalized service. You will be forward thinking, embracing and implementing all stakeholder feedback and using insights you will spot trends to challenge the way we work and implement new ways to improve guest satisfaction and loyalty to grow our business whilst delivering a first class airport experience to all guests for all source markets.
You will inspire and respect your international colleagues whilst sharing a great amount of fun. Additionally, you will encourage your team to be proactive, investigate and resolve every question or complaint straight away, and learn from their results. If things don’t go quite right you will lead by example resolving escalated complaints, managing reactive large scale situations, such as airport delays, strike action and reviewing, coordinating and delivering the Incident Management Plan whilst constantly maintaining a positive guest experience in times of adversity.
Your expertise will assist you to coach, develop and performance manage your team consistently whilst setting high performance standards that drive engagement and deliver constant improvement leading you to deliver the very best for TUI DS, exceeding all airport related Service Level Agreements, sales and service targets. You will plan airport resource to ensure optimum guests experience, with correct skillsets (language and capability) at the right times. Responsibilities will also include airport audit and compliance concerning airport revenue, paperwork and reports. Culturally aware, strong leader with ability to deliver under pressure and on the go
Energy and passion for guest experience, and improvement; a role model who can step in to appropriately to resolve complex guest situations
Skilled to coach, develop and performance manage multi-cultural teams
Highly flexible and adaptable; able to reallocate tasks and shift patterns at very short notice in reactionary situations whenever guest experience demands it
Exceptional communication skills that engage teams, builds relationships and lead to improvements and exceptional service delivery
Proven ability to work under high pressure with exceptional efficiency and make complex decisions
- Verbal and written English plus at least 1 additional European language is required