Regional Destination Manager

About Imagine Cruising
Established in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye, we are experts in creating Cruise and Stay Holidays and now selling over 60,000 holidays a year with turnover in excess of £200m and industry beating margin and profit metrics. We specialise in creating competitively priced, unique cruise, rail and holiday packages.
Our Head Office is in the UK and we are now trading in South Africa, Australia, (Brisbane & Perth) and New Zealand.
Imagine believes in developing the knowledge, capability and skills of all staff in the company. That may mean that from time to time we will ask staff to be flexible in working in and supporting different areas of the business either within their own teams or through working with colleagues on projects and activities around the business. This will help develop both individuals and the company as a whole in our fast moving and developing business.

Job Purpose
The Regional Destination Manager is responsible for the development, implementation and monitoring of all business operational policies and procedures and ensuring that all areas within their remit meet or exceed KPIs.
Although the position is based in the UK, there will be substantial travel required to the destinations within your region in order to ensure that our team of Destination Managers, representatives and tour managers are providing absolute exemplary service to our customers in resort. The successful candidate will own the expert delivery of ground services in accordance with our SOPs, in order to consistently exceed customer expectations. You will drive in resort income opportunities and collaborate with your peers to ensure the retention of all Imagine customers.
Getting the best out of our local suppliers and partners is crucial. You will ensure all suppliers have clear expectations and support in delivering Imagine services whilst consistently maintaining a strong focus on the customer journey

Responsibilities
• Planning the annual calendar of all ground services and with ground and cruise suppliers in accordance with the company SOPs, in order to maximise resource during peaks and troughs
• Recruit, train and maintain in resort teams of representatives and tour managers, ensuring best in practice processes.
• Delivering operations P&L through the sales of excursions and experiences in resort and constantly investigating, presenting and executing new income opportunities.
• Working closely with all key stakeholders to ensure the maintenance of a consistent, high level of service and delivery in line with CSQ targets.
• Developing an in-resort complaint resolution strategy to ensure post-departure complaints are absolutely minimal
• Regular, objective feedback to IC office for product development
• Travelling domestically and internationally, often for long periods of time, to observe and improve local operations
• Control local emergency situations and maintain correct reporting procedure.
• Work within the agreed travel budget and position cost saving and/or value gain strategies from your regions.

Skill set and experience required:
Essential
• At least 3 years’ experience of managing an operational team within the travel industry
• Excellent communication and management skills and the ability to direct a team in a re-mote environment.
• The ability to work with key suppliers, this may be involving insisting suppliers change their working structures and manners.
• An independent worker, able think for themselves and make sound judgement calls.
• A natural forward planner who critically assesses own performance
• Good presentation skills
• The ability to be flexible, decisive and quick thinking
• The ability to handle escalations and difficult situations in a patient, calm and effective way
• Reliable, tolerant, and determined
• Keen for new experience, responsibility and accountability
• Able to work extended hours when required
• An ability to work to deadlines
• Excellent organisational skills
• Experience dealing with customers in a face to face environment.
• Must be adept in use of MS Office 2000 or later, particularly Excel
• Must be able to travel overseas regularly, sometimes at short notice.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

To apply for this role,