Holiday Operations Manager

Inntravel is a widely respected, leading provider of ‘at your own pace’ self-guided walking, cycling and other activity holidays across Europe. This is an exciting time to take on a role with us as we are benefiting from long-term investment to achieve ambitious growth targets, deliver digital transformation projects and retain our place as market leader in the self-guided walking holiday market.

You will be part of our bright future, our mission envisions our holidays serving as catalysts for personal growth, environmental awareness, and fostering meaningful connections with both nature and people. Join us on our journey, creating extraordinary travel experiences for all.

Benefits

We recognise and celebrate that every employee is an individual. Our commitment to a diverse and inclusive workplace is reflected in the range of benefits we offer, with some of the key highlights being:

• Enjoy 50% discount on holidays across all our brands for you and your family or friends
• Additional annual leave when you choose to swap a plane for a train
• Career pathing and continuous development opportunities
• Opportunity to take a workation for up to 6 weeks per year and work from anywhere in the world
• 2 volunteer days each year to give back to what is important to you
• A well-being resource hub and on site classes; yoga, boxercise, annual Steps challenge, employee assistance programmes, cash back health and dental plan
• Hybrid and home based roles
• Enhanced family leave allowances
  
  

This is a hybrid role with a minimum of 2 days per week in our Whitwell-on-the-Hill office. Due to the beautiful remote location, access to your own transport is essential. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £45,000

About The Role

Our primary aim is to deliver the best possible service to our customer throughout their journey and this is the key driver for everyone at Inntravel.

The Operations team ensure the smooth running of holiday operations through detailed coordination and direct communication with suppliers and customers, delivering exceptional service. Handling all aspects of customer communication from booking to return, managing queries, and resolving operational issues. Working within a unified team, they manage holiday arrangements as booked, resolve problems with suppliers, and maintain accurate records. With a focus on effective team-working, they contribute to maintaining supplier relationships, providing expert advice on complex queries, and ensuring the efficient operation of our holiday services.

We are seeking a proactive and experienced Operations Manager to lead our operations team for 12 months. The successful candidate will focus on people management, team engagement, driving efficiencies, performance management, and continuous improvement. This role requires a strategic thinker who can foster a positive work environment while ensuring operational excellence.

This role includes out of hours phone coverage on a rotational basis and rotational Saturday working (approx. 1 in 4).

• Lead, mentor, and develop a high-performing operations team.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a culture of collaboration, inclusivity, and continuous learning.
• Implement initiatives to boost team morale and engagement.
• Organize team-building activities and workshops.
• Encourage open communication and address any team concerns promptly.
• Analyse current processes to identify areas for improvement.
• Develop and implement strategies to streamline operations and reduce costs.
• Monitor key performance indicators to ensure targets are met.
• Set clear performance goals and expectations for team members.
• Regularly assess and track employee performance against objectives.
• Provide training and development opportunities to enhance skills and performance.
• Drive a culture of innovation and continuous improvement.
• Stay updated with industry trends and integrate best practices.
• Lead projects aimed at enhancing service delivery and customer satisfaction.
• Work closely with other departments to ensure alignment and smooth operations.
• Communicate effectively with senior management and external partners.
  
  

Am I the right person? We are looking for your application to demonstrate:

• Proven experience in operations management, preferably within the travel or hospitality industry.
• Strong leadership skills with a focus on people management and team development.
• Demonstrated ability to drive process improvements and efficiencies.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Good interpersonal skills and ability to develop strong relationships with stakeholders.
  
  

We aim to inspire individual discovery and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.

Inntravel is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.

Since 1984 Inntravel has led the way in self-guided holidays. On an Inntravel holiday, the customer sets the pace whilst experiencing carefully designed routes that show off the best of the natural world. Inntravel delivers wow moments that are rich in awe and wonder. For over 40 years, Inntravel has been creating cherished holiday memories, and we're only just getting started.