Title:

Assistant General Manager - Trafford

Location:

Manchester

Salary:

None specified

Description:

Job Description:- To ensure that the sales/foreign exchange/admin departments are staffed appropriately at all times with staff who canprovide expert travel advice and services to all customers.- To take full responsibility of the relevant department, reaching all appropriate sales and performance targets.- To assist the General Manager in the effective running of the unit and to assume the responsibility of the sales orforeign exchange and administration departments when required.Principal Accountabilities:Customer Focus:- To promote and maintain the highest standards of customer service at all times.- To create and encourage a positive impression of First Choice through leading by example in every area of customerservice and encouraging others to develop their customer focus.- To increase the levels of customer service provided within the unit by communicating with your manager about ways toimprove service and to ensure your team follows the sales process.- To be calm and handle all situations effectively.- To interact with customers, making them feel valued and special and to support colleagues and other members of theteam.Interpersonal:- To communicate with the General Manager and team clearly and effectively, and to play an important part in dailybriefings and weekly training sessions. To hold sales review meetings with individual team members, department meetingsand attend the monthly unit sales meetings.- To develop and coach your team effectively.- To assist the General Manager in motivating the team by creating a successful, fun, caring and safe environment to workin.- To ensure all staff receive all necessary training and development in order to carry out their job successfully and tothe highest level.- To meet and exceed Company targets in sales, foreign exchange and other ancillaries at every opportunity.- To lead by example when selling and always demonstrate the correct sale process.- To modify and adjust personal behaviour and styles as appropriate to the current circumstances. To take ownership ofCompany messages as required.- To produce written communication in response to a variety of set requirements, including PDU and PDP reports.- Be pro-active about your own personal development.Commercial Awareness:- To set daily targets that take into all factors including staff numbers in order to achieve Company targets.- To understand the impact of margin/discount control and effectively manage unit margins in conjunction with obtainingup to date competitor awareness.- Collate and analyse regular sales feedback from your team to maximise campaign, incentive and promotionalopportunities.- To plan and implement in-house promotions for your department and identify areas to target for promotion of thebusiness.- To know your unit targets and understand their contribution to the region and First Choice, and to measure your unitsperformance against comparable units/shops and current local industry market trading conditions, ensuring that thisinformation is fed back to head office.- To discuss and analyse all MI reports areas of commercial performance and suggest workable ideas and solutions toimprove revenue and profit generation.- To have a detailed and up to date knowledge of all campaigns, incentives and promotions and that they are communicatedto all staff within the team.Product Knowledge:- To be familiar with all First Choice family products, other key tour operators and demonstrate a good working knowledgeof their brochures and/or foreign currencies and exchange rates, ancillary and insurance products.- To have a working knowledge of all key European and World-wide destinations.- To lead your team by example by using all available reference sources, to provide excellent customer information.- To be aware of the best availability and prices on a daily basis across the full range of holiday types offered.- To demonstrate selling of any holiday type, and to be aware of the best availability and prices on a daily basis.- To keep your product knowledge up to date with effective research, interacting with customers and colleagues to sharethis knowledge, and encourage them to do the same.- To maximise the pooled knowledge of the team across it through structured activities, for example post educational,holidays etc. To participate in any Company opportunities, activities, educational/visits.Systems, Standards and Procedures:- To adhere to and positively demonstrate that Company policies, procedures and standards are met at all times.- To be familiar with all changes by looking at the Operations update and intranet frequently.- To understand the importance of audit and administrative procedures on commercial output.- To ensure all procedures are adhered to and take corrective measures where necessary to maintain standards.- To be responsible for the security and implementation of health and safety for the team and in the General Managersabsence.- To have a complete understanding of all company booking and IT systems and be able to demonstrate this knowledge toyour team.- To be able to carry out the correct opening and closing procedures with reference to banking and security according tothe published rota.People Management:- To motivate and encourage your department.- To assume the role of General Manager when required.- To supervise staff carrying out their duties. To compile rotas.- To ensure the Unit is adequately resourced through pro-active recruitment, actively and effective rota management tosuit business needs.- To lead and develop your team to achieve business objectives.- To energise and motivate your team, by conducting well planned team talks and setting competency based smartobjectives.- To conduct PDU and PDP reports in line with company standards, identifying future potential and developing individualsready for the next job.- To manage sensitive staff issues formally or informally, diplomatically, assertively and effectively and know how andwhen to use grievance and disciplinary procedures.- To provide effective two-way communication channels with all staff.- To effectively utilise and resource all staff to ensure deadlines are met.Location: Manchester (Trafford Centre)