Operations Team Leader Job at TUI (Liberia)

Job Description

Join our global TUI Musement Operations & Delivery Team in Guanacaste as an Operations Team Leader. Your mission will be to lead, guide, and support the Operations team in the effective planning, coordination, profitability, and execution of guest transfer services. The Team Leader ensures operational excellence by overseeing logistics, optimizing team performance, fostering strong supplier relationships, and maintaining high service delivery standards. By proactively resolving challenges, ensuring adherence to safety and compliance standards, and aligning team efforts with client expectations, the Team Leader plays a critical role in delivering seamless, high-quality experiences that reflect the company's values and commitment to excellence.

Job Responsibility

Working closely with and supporting the Operations Team Manager, ensuring efficient and effective processes at destination(s) that include constant collaboration and coordination between the team members
Assist the Operations Team Manager in managing the teams to ensure a smooth operation
Ensure all bookings are prepared, confirmed, and carried out on schedule and in accordance with company service standards
Coordinate daily logistics for in-house vehicles and third-party suppliers, ensuring availability and operational alignment
Ensure the team provides guests with accurate, clear information on pickup times, pricing, meeting points, and special requests
Evaluate and assign the most cost-efficient and reliable suppliers while ensuring service quality and compliance with protocols
Lead and control guest satisfaction indicators (e.g., NPS), gather and address feedback, and implement immediate corrective actions when needed
Support the team in resolving issues such as delays, cancellations, medical emergencies, or guest complaints, following internal procedures
Ensure correct delivery of guest lists, welcome kits, signage, and transport assignments for each day’s operations
Facilitate cross-team collaboration with Reps, OTAs, and transportation units to ensure the smooth flow of guest and schedule information
Make sure all staff involved in the transfer service are fully briefed and equipped with accurate guest and timing details
Oversee the documentation of no-shows, flight changes, incidents, and performance metrics (e.g., NPS), ensuring timely and accurate reporting
Coordinate with the finance department to reconcile supplier invoices, guest payments, and refund requests
Collect team suggestions, analyze operational data, and propose improvements to enhance efficiency and the guest experience
Monitor the cost-effectiveness of services and provider selection to meet budgetary targets and maintain healthy operational margins
Foster professional development through continuous training, regular feedback, and supportive team leadership

Requirements

Leadership & Team Management: Ability to lead, motivate, and support a team in a fast-paced, guest-facing environment
Operational Planning: Strong skills in scheduling, resource allocation, and real-time problem-solving
Communication: Excellent verbal and written communication skills in English (additional languages a plus), confident in liaising with suppliers, guests, and internal teams
Decision-Making Under Pressure: Ability to act quickly and effectively in high-pressure situations or emergencies
Customer Service Orientation: Guest-focused approach with a proactive attitude toward service quality and satisfaction
Analytical Thinking: Able to interpret data (e.g., NPS, cost analysis, margins) to guide decisions and improve performance
System Proficiency: Comfortable with booking platforms (e.g., Asterix), operational dashboards, and internal tools (Excel, Ecobills, CRM, chat systems)

What we offer

Free access to our TUI Learning Hub, TUI Skills Academy & language lessons
Get involved with charity and sustainability initiatives like the TUI Care Foundation
Complimentary access to our dedicated WeCare Team & 24/7 Wellbeing Hub
Seasonal or permanent contracts
Growth opportunities tailored to your unique skills and expertise

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Operations Team Leader

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