Branch Manager

Role Summary

Training and developing a team of consultants, you will be responsible for motivating your team to deliver exceptional customer service in order to maximise sales and overall profitability, whilst ensuring the branch runs efficiently and effectively in line with company procedures. You will be passionate about finding every customer who walks through the door their ideal holiday in order to achieve both individual and team sales targets. You will lead by example and direct the coaching and development of staff to ensure the company’s high standards are maintained. In addition you will be involved in more complex situations that may arise in order to retain the loyalty and trust of your clients and staff.

Key Responsibilities

• Ensuring overall profitability of the branch is achieved by maximising all sales to the fullest potential
• Ensuring the effective day-to-day operation of the retail branch and foreign exchange bureau
• Supervising, coaching and developing branch staff
• Ensuring the health, safety and general welfare of branch staff is maintained
• Identifying and meeting customers’ needs by providing exceptional customer service at all times
• Increasing the exposure of the branch and developing new business leads
• Using social media to promote offers, generating customer engagement and sales leads
• Leading by example by achieving set targets covering all aspects of the retail branch
• Monitoring staff performance, addressing any areas for development in order to achieve maximum staff productivity whilst ensuring staff motivation and morale is maintained
• Acting as a figurehead within the local community and attending all promotional activities and events
• Ensuring that excellent customer service is provided at all times
• Attending managers meetings, conferences and promotional events as required
• Effectively performing administrative duties
• Ensuring both branch and staff appearance conform to company standards
• Ensuring that all practices relating to health and safety in the workplace and security of the retail branch are adhered to and that any issues that may arise are identified and reported in an efficient and timely manner
• Assisting in the recruitment of staff who will report directly to you
• Actively recruit, train and develop and apprentice within your branch

Competencies Required

• Good leadership skills and experience of working within a supervisory role
• Ability to coach, develop and motivate a team
• Ability to work towards individual and team sales targets
• Excellent communication and customer service experience
• Good accuracy and numerical skills with the ability to understand and interpret financial statistics
• Enthusiasm and a positive attitude with a commitment to contribute to the growth of the business
• Ability to assist with the development of staff in order to maximise job satisfaction and performance
• Competent IT Skills

Qualifications / Experience Required

• Previous travel agency sales experience with a proven sales record

• Previous managerial/supervisory experience whilst working within a retail travel branch

• Excellent travel product knowledge with a good working knowledge of tour operator systems

General

• To undertake any other duties that may fall into the job criteria
• To conform with all company policies and procedures including health and safety
• To treat all employees, customers and suppliers with dignity and respect
• This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

Values

Our SMILE values are embedded in to our company. You will ensure that the Hays Travel values are demonstrated at all times and that others follow this standardYou will show your ability to demonstrate, understand and apply our values in the workplace.

• Supportive

• Motivational

• Innovative

• Loyal

• Excellence