Are you an adventurous soul? A champion of good design and beautiful experiences? Are you in search of opportunity, growth, and a better world?
Then maybe you belong with us.
We’re searching for an Operations Manager in Bristol to join our team of free thinkers and collaborators.
In this role, you will oversee operational activities of the department to ensure the delivery of all OKRs, KPIs, and SLAs. You'll also strategise process improvements within the business and department to ensure continued efficiencies and the delivery of a strong customer experience, positively influencing the achievement of monthly revenue targets.
You will be accountable for ensuring the department has adequate service coverage for all levels of demand across the relevant mediums. You'll also work closely with key stakeholders within edyn including Sales, Operations, and Finance with the tenacity to identify new revenue and growth opportunities and to continuously streamline and improve processes, performance, and customer experience.
A role less ordinary.
* On a day-to-day basis, manage a team of Team Managers and Seniors Account to deliver best-in-class support for online and offline Corporate guests across all brands. From pre-enquiry through to guest care, retention, and relationship building activities.
* Ensure that the team is fully conversant with relevant company processes, products, rates, and policies; create a team who are respected and trusted by Clients to provide recommendations due to their knowledge of our brands, properties, rates, and policies.
* Be obsessed with increasing enquiry conversion throughout the Reservations and Guest care team.
* Encourage the team to be consultative and seek to provide solutions to client enquiries and booking requests by providing a personalised and expert service to all clients.
* Support the Sales and Commercial teams in relationship-building activities wherever required.
* Seek out ways to improve current processes and make suggestions on how to improve efficiencies to ensure we're providing a best-in-class service.
* Recruit and develop high-calibre individuals who are curious and who have the potential to live our values.
* Manage performance and deliver to all targets relating to revenue/sales, productivity, quality, and people; taking action against negative variances and constantly seeking to exceed and improve.
* Ensure that all Team members have performance targets, PDPs, regular 121s, and performance discussions. Allocate Senior support and pull on training resources as required.
* Be human, this includes honesty around changes and feedback. You will be expected to be vigilant and proactive in ensuring the flow of information is accurate and effective.
* Entice a motivational environment through new ideas to engage your team in fun productive activities that result in positive impacts to performance.
Who you are.
* Minimum 3 years management experience in a sales/reservations and customer care operation.
* Experience in delivering outstanding customer experiences through building strong relationships. Excellent communication and motivation skills.
* A team player. Always working as part of a team to share skills, experience, and resources for the greater good of Customers and Colleagues.
* A track record of delivering tangible improvements in efficiency and effectiveness through people, process, and systems transformation in a customer-facing environment.
* Experience of both front and back office process management.
* Comfortable working with complex processes and systems.
* Delivery of operations to budget.
* Delivery of sales to volume, conversion, and value targets.
Why grow with edyn?
* Competitive salary.
* Bonus scheme.
* 25 days’ holiday (plus the option to buy more).
* Wellbeing benefits (cash plan and an Employee Assistance Programme).
* Free nights in our properties.
* Recognition schemes.
* Pension (the tax-efficient way).
* Sick pay.
* Other benefits tailored to you.
Our natural habitat.
We believe in working flexibly – this includes flexibility in work location, working days (including weekends and bank holidays in operations), and working hours. This may be ad hoc or permanent flexibility. Ask your recruiting manager or see our careers page for more information.
* This is a full-time role where you will be working 37.5 hours per week.
* Based at Bristol office. Minimum 4 days per week.
About edyn
Our vision is to create sanctuaries across European cities, which provide a sense of belonging to the free-thinking urbanite in all of us. Each of our brands – Locke, Cove, and SACO – is firmly rooted in the local neighbourhood, offering vibrant experiences and connections which nourish and enliven the soul. To find out more about what it’s like to work at edyn, visit https://www.findingedyn.com/start-here-go-anywhere.
Diversity, Equity, and Inclusion Statement
edyn’s Purpose is to build brands designed around Soulful Hospitality - we create sanctuaries where free thinkers can nourish and enliven their souls. This is only possible if the growth of our company is centred around a deep respect for humanity. Everyone at edyn should feel free and safe to express their ideas, state their opinions, and share their lived experiences in an environment of openness, tolerance, and curiosity.
This principle sits at the heart of our approach to improving diversity and inclusion. We have established goals and supporting commitments which will help us ensure that everyone in edyn feels a sense of belonging, regardless of their background or identity.
We are on a DEI journey that we have yet to complete, and we acknowledge our failures or weaknesses as we discover them. Our principle & goals are clear, and we travel together to seek to drive change, evolve ourselves and the edyn community.
#J-18808-Ljbffr