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Starte deine Karriere bei Etihad Holidays
Du liebst das Reisen und suchst nach einer neuen beruflichen Herausforderung? Dann komm zu Etihad Holidays, dem Premium-Reiseveranstalter mit Sitz in München und Teil der internationalen ADNEC Gruppe. Wir bieten dir spannende Karrierechancen im Tourismus – in einem engagierten Team, das täglich daran arbeitet, außergewöhnliche Urlaubserlebnisse für unsere Kund:innen zu gestalten.
Warum eine Karriere bei Etihad Holidays?
✅ Inspirierendes Arbeitsumfeld mit abwechslungsreichen Aufgaben
Werde Teil eines dynamischen Teams, das für Reisen brennt und gemeinsam innovative Ideen in die Tat umsetzt.
📈 Vielfältige Entwicklungsmöglichkeiten
Wir fördern deine persönliche und fachliche Weiterentwicklung – mit Perspektiven in der Reisebranche auf nationaler und internationaler Ebene.
🎁 Attraktive Mitarbeiter-Benefits
Freue dich auf Reisevergünstigungen, Zugang zu WellPass, flexible Arbeitsmodelle und einen modernen Arbeitsplatz im Herzen von München.
Warum eine Karriere bei Etihad Holidays?
✅ Inspirierendes Arbeitsumfeld mit abwechslungsreichen Aufgaben
Werde Teil eines dynamischen Teams, das für Reisen brennt und gemeinsam innovative Ideen in die Tat umsetzt.
📈 Vielfältige Entwicklungsmöglichkeiten
Wir fördern deine persönliche und fachliche Weiterentwicklung – mit Perspektiven in der Reisebranche auf nationaler und internationaler Ebene.
🎁 Attraktive Mitarbeiter-Benefits
Freue dich auf Reisevergünstigungen, Zugang zu WellPass, flexible Arbeitsmodelle und einen modernen Arbeitsplatz im Herzen von München.
Offene Stelle:
Service and Quality Manager
Job Purpose:
The purpose of a Service & Quality Manager is multifaceted and crucial for ensuring the success and reputation of the company along with maintaining high quality standards and excellent customer service
Key Responsibilities:
- Develop and implement quality assurance standards, structures and processes to ensure consistent delivery of high-quality services in all areas of the company
- Internal point of contact for quality-related matters
- Development & implementation of measures to ensure and improve quality in all tasks relating to customer service, product and operations
- Conception, organisation and implementation of training measures
- Training of employees as well as service providers in the area of business standards and in-process quality assurance
- Monitoring and control of the service & operations processes and quality on a regular basis as well as reporting to the line manager
- Conduct regular audits and inspections to assess compliance with quality standards and identify areas for improvement
- Analyze customer feedback and complaints to identify trends and address issues proactively
- Collaborate with all departments such as Product & Flight Management, Sales, Marketing etc. to develop comprehensive operational plans and strategies
- Developing contingency plans and protocols for handling emergencies or unexpected situations that may arise
- Provide training and guidance to all departments
- Stay informed about relevant regulations and industry standards governing tour operations, including safety regulations, licensing requirements, and environmental policies
- Ensure compliance with all applicable regulations and standards to maintain the company's reputation and minimize legal risks
- Serve as a point of contact for customer inquiries, concerns, and complaints, ensuring timely and satisfactory resolution
- Work closely with the Sales and Marketing teams to understand customer preferences and market trends, and incorporate feedback into the development of new tour packages
- Regularly review and evaluate operational processes and performance metrics to identify opportunities for improvement
- Implement changes and enhancements to optimize efficiency, enhance customer satisfaction, and achieve business goals
Dimensions/ scope:
- Internal processes in and between the individual departments
- Business processes with internal and external partners
Skills & Abilities:
- Strongly developed analytical and strategic skills
- Reliable and independent way of working
- Very good communication and training skills
- Flexibility, initiative and assertiveness
- Fluent English and German
Qualifications:
- Academic qualification at graduate level is desirable but not mandatory
Core & Behaviourable Competencies:
- Customer-oriented and confident appearance
- Ability to work in a team or alone
- Excellent social competence
Knowledge & Experience:
- Minimum 5 years of experience as a Customer Service Manager and/or Quality Manager within the tourism industry
- A deep understanding of the Tour Operator business model
To apply, please send your application to career@etihadholidays.com
The purpose of a Service & Quality Manager is multifaceted and crucial for ensuring the success and reputation of the company along with maintaining high quality standards and excellent customer service
Key Responsibilities:
- Develop and implement quality assurance standards, structures and processes to ensure consistent delivery of high-quality services in all areas of the company
- Internal point of contact for quality-related matters
- Development & implementation of measures to ensure and improve quality in all tasks relating to customer service, product and operations
- Conception, organisation and implementation of training measures
- Training of employees as well as service providers in the area of business standards and in-process quality assurance
- Monitoring and control of the service & operations processes and quality on a regular basis as well as reporting to the line manager
- Conduct regular audits and inspections to assess compliance with quality standards and identify areas for improvement
- Analyze customer feedback and complaints to identify trends and address issues proactively
- Collaborate with all departments such as Product & Flight Management, Sales, Marketing etc. to develop comprehensive operational plans and strategies
- Developing contingency plans and protocols for handling emergencies or unexpected situations that may arise
- Provide training and guidance to all departments
- Stay informed about relevant regulations and industry standards governing tour operations, including safety regulations, licensing requirements, and environmental policies
- Ensure compliance with all applicable regulations and standards to maintain the company's reputation and minimize legal risks
- Serve as a point of contact for customer inquiries, concerns, and complaints, ensuring timely and satisfactory resolution
- Work closely with the Sales and Marketing teams to understand customer preferences and market trends, and incorporate feedback into the development of new tour packages
- Regularly review and evaluate operational processes and performance metrics to identify opportunities for improvement
- Implement changes and enhancements to optimize efficiency, enhance customer satisfaction, and achieve business goals
Dimensions/ scope:
- Internal processes in and between the individual departments
- Business processes with internal and external partners
Skills & Abilities:
- Strongly developed analytical and strategic skills
- Reliable and independent way of working
- Very good communication and training skills
- Flexibility, initiative and assertiveness
- Fluent English and German
Qualifications:
- Academic qualification at graduate level is desirable but not mandatory
Core & Behaviourable Competencies:
- Customer-oriented and confident appearance
- Ability to work in a team or alone
- Excellent social competence
Knowledge & Experience:
- Minimum 5 years of experience as a Customer Service Manager and/or Quality Manager within the tourism industry
- A deep understanding of the Tour Operator business model
To apply, please send your application to career@etihadholidays.com
Wir freuen uns auf deine Bewerbung!
Mit freundlichen Grüßen
Dein Talent Acquisition Team
Etihad Holidays | Capital Holidays
Mit freundlichen Grüßen
Dein Talent Acquisition Team
Etihad Holidays | Capital Holidays