Resort Representative - Overseas including Spain and Greece

Job Introduction

Saga is Britain’s most experienced specialist Tour Operator for holidaymakers who are aged 50 years and over.

SAGA is primarily a direct sell, off-peak tour operator, with a varied programme of holidays.  These range from Long-Haul, European and UK (Short Haul) tours, Long Haul, European and UK resort stay, Cruising, Short Break holidays and Special Interests programmes, such as Bridge, Walking, Singles, Archaeology, Art Appreciation, Gardens and Music.

Our field staff will be able to provide an excellent level of service and able to gain customer confidence through knowledge and a genuine concern for their wellbeing and enjoyment of their holiday.

Resort Representatives are responsible for the smooth running of operations, ensuring that customers have an enjoyable and problem free holiday.  Resort Representatives must possess a professional approach in order to maintain and reflect a high standard of service and customer care as set out by the Company and will comply with and implement procedures as laid down by Head Office and the Operational Manual. The role of a Resort Representative does involve long hours, and being on call 24 hours a day. 
 

Role Responsibility

Your prime duty is one of care.  It is implicit throughout your employment that you will act honestly and in good faith at all times, in the interest of the Company, both in taking care of and caring for its customers:

• Meet and greet at airport and airport departures.
• Ensure the programme runs as advertised in the brochure and detailed in the customer itinerary.
• Prepare and deliver welcome meetings.
• Excursion sales (where applicable).
• Guiding of excursions (if applicable).
• Confirming Guides/bookings.
• Re-confirm flights.
• Ensure safety and cleanliness of coaches.
• Complete HASS, pre-season and end of season reports.
• Report writing (liaising with Head Office weekly on issues that may arise).
• Sales/expenditure accounting.
• Organise and run holiday experience and general activities as required.
• Organise and be present at evening activities as and when specified or when necessary.
• Deal with passenger illness, death, repatriation and liaison with assistance company and Head Office.
• Manage hotel quality, including liaison with hotel managers where necessary.
• Ensure room check-in runs smoothly.
• Resort orientation (familiarising new arrivals with the hotel, its facilities and local area).
• Operate a hospitality desk during morning and evening duty hours.
• Develop and maintain a resort information book.
• Collect completed questionnaires, ensuring a minimum of 80% are returned.
   

The Ideal Candidate

• Ability to work as both a member of a team and as an individual
• Decision-making skills
• Ability to liaise with suppliers
• Fluency or good working knowledge of a second language (for work in Europe only)
• Flexible approach to work
• Excellent communication skills 
• Approachable
• Computer skills
• Previous work as a Resort Representative
  Customer service experience

Package Description

Employment will only be offered on a fixed term contract. Continued employment will be subject to the needs of the business.

Full board accommodation will be provided in the resort, and Saga Travel & Holidays Ltd will be responsible for all arrangements and costs for travel between the United Kingdom and the resort.  Transportation will be public.   

A float for all company expenses such as communication costs, entrance fees, prizes etc, where necessary, will be issued. 

About the Company

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. 

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities. If you need support at any point with your application please let us know as we will be happy to help.

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

Saga Group