Senior Courier

JOB TITLE:	Senior Courier
REPORTS TO:	Area Manager
DEPARTMENT:	Site Operations

ROLE PURPOSE
Responsible for management of small multiple-courier sites to ensure that, every aspect of our customers’ holiday is of the highest standard possible by being fully committed to providing excellent Customer Service during the season.

KEY TASKS AND RESPONSIBILITIES

Participate in montage and demontage as and when required, ensuring compliance with Health and Safety guidelines and in accordance with laid down procedures and standards.
Co-ordinate and participate in montage cleaning of all accommodation units on site prior to customer arrival, ensuring that they hold a complete inventory.
Cultivate and maintain good working relationships with the camp proprietor and campsite staff, thus ensuring the smooth running of the Canvas operation on the site. Regular communication must be maintained throughout the season with the Area Manager, colleagues and the Site Operations Department.
Co-ordinate and participate in cleaning and maintaining all units on site throughout the season, ensuring that they are clean and tidy at all times, including those units used for reception, storage of equipment and staff accommodation
Reflect appropriate Company Image at all times, ensuring correct uniform is worn at correct times and that guidelines regarding corporate identity, dress and alcohol code are rigorously upheld.
Organise and plan the arrivals booking chart for the allocation of accommodation and for the drawing up of staff rotas, thus ensuring the effective delegation of workloads to staff
Ensure that local information in Information Book and on notice board is kept up to date and that information is added, where possible, to enhance the level of customer service.
Take responsibility for ensuring each customer receives a personal welcome on arrival and ensure a high level of customer satisfaction through provision of immaculate accommodation, the organisation of customer get-togethers, providing information, problem solving and regular daily visits.
Monitor the quality of campsite facilities, as laid out in Health and Safety Guidelines, immediately notifying the Campsite Owner and Area Manager of any discrepancies
Complete all necessary paperwork promptly and accurately ensuring that expenditure does not exceed set budgets and is substantiated by appropriate receipts, to be submitted to Area Manager along with expenses sheet.
Where applicable, closely monitor any Specialist Clubs offered on site, ensuring Specialist staff are provided with the necessary training and support in order to carry out their role successfully, and ensuring that the highest standards of service are being offered at all times.
Work in a flexible manner in order to achieve the overall objectives of the Company.

COMMUNICATIONS

Internal

Site Staff
Site Operation Department
Maintenance

External

Customers
Campsite Owners and Site Staff
Local Repair Sources
Linen Suppliers

SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED TO FULFILL JOB ROLE

Essential

Good Spoken and written English
Customer Service Experience
Team Work
Experience of leading a team

Desirable

Conversational language in – French, Spanish, Italian, German or Dutch
Camping Industry Experience