Global Operations Lead and Head of Operations UAE

vor 5 Monaten

Munich, Deutschland Meeting Point International GmbH Vollzeit

**Meeting Point International **is a part of the **FTI **GROUP, the third largest Travel Operator in Germany and Europe.

We are a worldwide company providing destination management services for travel professionals.

Current destinations we operate within include, popular Mediterranean holiday hot-spots such as; The Canaries, Spain, Greece, Turkey, Portugal, Italy and Cyprus, further afield resorts such as Azores, Egypt, Morocco, Tunisia and Lebanon, and long-haul destinations such as USA, the Caribbean, Thailand, the UAE and Oman.

**Aufgaben / Tasks**
- Head of Operations UAE Hands-on leadership of the entire day-to-day operations work and in-destination guest services including service delivery, reservations, in-destination sales, transfers & transportation
- Measures effectiveness, efficiency and profitability of operational processes both internally and externally and delivers process improvement
- Ensures activities comply with the organizational requirements for quality and safety, including handling crisis management situations
- Ensures high level of guest experience through that brand exposure, colleague training, uniforms and service levels
- Analyses guest feedback to identify service recovery and potential process improvement
- Manages relationships with partners/vendors
- Trains, motivates, coaches, develops and manages direct reports
- Contributes to the formulation of annual budgets. Is accountable to achieve Operations budget
- Chairs the Meeting Point International Operations Function Committee as Global Operations Lead to deliver the following:

- Alignment of in-destination sales strategies and procedures
- Optimization and standardization of MPI Service Delivery around exceptional customer service, including setting training standards
- Driving service excellence in line with Meeting Point standards
- Driving resourcing efficiency across Meeting Point destinations including opportunities for cross-utilization between destinations
- Driving standardization across activities, including in customer feedback management
- Identification of best practices and establishment of Meeting Point Operations standards
- Defining IT and digitalization requirements as part of an end-to-end digital operating model
- Delivering strategic projects in the area of Operations and contributing to x-functional initiatives
- Develop, implement and maintain the following: - Incident Management procedures
- Global Fleet management and Compliance Standards - Standard quality control principles & mechanisms
- Common guest & staff Health & Safety procedures & standards - Point of Sale and cash handling procedures & standards
- Supplier invoicing procedures
- Be aware of innovation trends within the Operations technology space globally
- Drive transformation and strategic initiatives across DMC destinations in line with Company Strategy
- Champion the transformation towards a digital operating model

**Profil / Qualifikation**
- BA degree or higher
- Minimum 10 years’ experience within the leisure, travel and tourism industry with experience managing collaborative and remote cross-cultural teams
- At least 5 years of work experience in tourism ground handling services management and a leadership role, as well as in possession of a sound knowledge of the local tourism industry
- Track record in improving Operations and Service related KPIs
- Successful execution of high impact, cross-functional transformation projects from ideation to implementation, ideally obtained through prior Management Consulting experience
- Fluency in written and spoken English is essential; knowledge of any other languages is a plus
- A strong influencer and motivator with advanced interpersonal skills
- Positive, highly motivated, analytical and results-oriented

**We offer**:
More than just a place to work as our employees are very important to us as a person. Besides classical benefits such as company pension and a monthly transportation allowance, we also look after your culinary well-being. In our 950m2 Kairaba Lounge, you can enjoy appetising food ranging from breakfast to after work drinks and snacks at attractive staff rates, with a magnificent view over the Alps.

Moreover we are aware of what counts in the stressful 21st century: the work
- life balance. That is why we entitle every employee to 30 days of vacation so that you can take a break from everyday life, take advantage of your employee travel discount (25%-50% depending on duration of employment) and continue enjoying working with us. Curious?

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