Branch Manager - Job Description
As the South West and Wales No 1 independent travel agency, Miles Morgan Travel specialise in luxury holidays Ocean and River Cruises alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, and more. We have 19 Branches throughout the South West and Wales.
What's it like to work for us?
Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important. We love celebrating success.
Of course, it's not all about work, we're very sociable and there are always lots of team events and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of many discounts when booking your own holidays.
What are we looking for?
We are looking for experienced Branch Manager’s to join our successful team. Training and developing a team of Travel Specialists, you will be responsible for motivating your team to deliver exceptional customer service to maximise sales and overall profitability, whilst ensuring the branch runs efficiently and effectively in line with company procedures.
We encourage our Branch Managers to treat their shop as their own business, be creative and think outside of the box. We have no “ivory tower” to tell you want you what to do and are able to make instant decisions on activity that can impact the business.
You will be passionate about finding every customer their ideal holiday 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 supported to be involved in more complex situations that may arise to retain the loyalty and trust of your customers and staff.
What will be your 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 always providing exceptional customer service
- 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
- Attending managers’ meetings, conferences and promotional events as required
- Effectively performing administrative duties
- Ensuring both branch and staff appearance conforms 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
- To undertake any other duties that may fall into the job criteria
- 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
What competencies we are looking for?
- Enthusiasm and a positive attitude with a commitment to contribute to the growth of the business
- 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
- Ability to assist with the development of staff in order to maximise job satisfaction and performance
- Competent IT Skills
What experience we are looking for?
- Previous managerial/supervisory experience whilst working within a retail travel branch
- Passionate about travel and tourism
- Excellent travel product knowledge with a good working knowledge of tour operator systems
- Good sales and presentation skills
- Customer focussed
- Problem solving
- Team player
- Good organisational and time-management skills
- Excellent communication skills
- Previous travel agency sales experience with a proven sales record
Read more here about what our staff say about working for MMT