Job Description

Job Title: Retail Assistant Manager

Department: Retail

Location: Irvine

Hours: Full time 9.00am - 5.00pm

Reports To: Branch Manager

Department Information

Stewart Travel, the retail arm of Brooklyn Travel Group is one of our most varied departments encompassing Travel Sales, Admin Support, Product and Customer Service functions. As an independent Travel Agent, we have the ability to sell all types of holidays, to any destination from our 11 stores across Scotland and Northern Ireland. We also offer a multi-channel approach for ease and flexibility of booking. Our aim is to provide our customers with a seamless journey from initial enquiry to their 'Welcome Home’ call, as exceptional customer service is at the heart of what we do.

Role Information

As an Assistant Manager for Stewart Travel, you will be an experienced sales professional in the world of travel. This role involves stepping into a management position and taking responsibility for the team in our successful Irvine store, whilst continuing to provide a high-quality service to your customers, using your extensive travel knowledge to find them the perfect solution to their travel needs. You will motivate the team to reach their targets and the team targets, supporting the Manager with the day to day running of the store as we transition to a bigger and better store location.

Duties and Responsibilities

• Have extensive working knowledge of our product, particularly Long Haul and Cruise
• Represent the Stewart Travel Retail team, offering exceptional travel advice and information face to face, by email and over the phone
• Be a role model for sales through exceptional customer service and inspire, coach and support new and existing colleagues
• Assist the Store Manager in planning and implementing strategies to attract new customers ensure retention of existing customers
• Assist the Store Manager to identify training needs for the team and help to provide the training required
• Track the progress of weekly, monthly, quarterly & annual objectives
• Regularly communicates with store manager to discuss strengths, opportunities, and trends in business
• Handle customer service issues efficiently and with the aim of resolving any issues before escalation
• Support and train your colleagues with their bookings, ensuring processes are followed and they have considered all options available to them
• Communicate professionally & confidently with customers, listening to their needs and finding the most appropriate travel solution for them
• Maximize sales and the customer experience by suggesting upgrades and additional products
• Take payments for deposits, holidays and other travel related expenses in the correct and secure manner
• Always look for innovative ways to generate new business
• Take ownership & contribute to team goals & targets whilst striving to achieve maximum profit on individual sales

Knowledge, Skills and Experience

• Have a minimum of 5 year of experience in a travel sales environment, ideally in an Independent Travel Agents
• Have an extensive knowledge and understanding of all of our travel products including Tour Operators and Airlines, Long Haul and Cruise
• Ideally have some supervisory or management experience in a retail environment
• High standard of verbal and written communication skills
• Ability to work in a challenging, fast paced, sales environment
• Ability to multi-task and prioritise
• Strong customer service skills
• Ability to work autonomously but also as part of a small team
• Ability to be flexible and support other retail branches as required