General Manager Lazio

General Manager
Roma
Lazio, Lazio

About Kuoni Tumlare

At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large.

Our wide portfolio of products and solutions is built on 100+ years of destination management experience.

Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions.

Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise.

We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world.

**About the Role

As **General Manager Italy, ** you have the overall responsibility for running the local office as Destination Management Company (DMC).

Your key responsibility is to deliver the Operational excellence (quality, planning, fulfilment, customer satisfaction); driving the Procurement Strategy for all categories and customer segments in close cooperation with our worldwide Sales Leadership team and COO Kuoni Tumlare.

You are responsible to control and optimize revenue and GPM as well constantly control costs and budgets for your responsible country.

You have a proven ability to work effectively in a fast-moving organization, achieving objectives through personal leadership and strong communication.

You have profound management experience and a strong network and relationship in the travel industry to successfully drive strategic plans in a fast paced, dynamic/turnaround environment.

The position expects a sustainable balance between strategic thinking and operational capability.

Furthermore, this position requires travel and working beyond the normal working hours

**Key Responsibilities

As **General Manager Italy**, you will:

- Report to the COO Kuoni Tumlare

- Leading directly 6 Managers who report in Rome office directly to you.

(Hotel Procurement, Hotel Reservation; Operation, Destination Management & Customer Service, Direct Sales)

- Build and maintain key internal relationships with HR, Finance, IT and support offices as well close cooperation within the department across Europe

- Closely work with direct clients, suppliers, sales offices, tourism organizations and travel associations

**Operations (Destination Management & Customer Service)

- Responsibility for the operational excellence in destination and for the service quality delivered by the local office

- Secure optimal spread of tasks in the local office and streamlining of work processes and routines

- Overall responsibility for service level agreements with sales

- Monitoring Operations KPI's in terms of speed, fulfillment quality and deadline

- Overall responsible for customer service setup during office hours as well weekends and after hours (24/7)

- Communicate with clients, representing the destination, meet & greet of key customers and clients

- Fully aware of complaint issues and ratio (KPI's) and take measures to avoid any complaints

**Procurement Hotel & Services

- Align Sales' expectation (demand side) with destination trends (supply side) to maintain a competitive product portfolio

- Ensure sufficient hotel inventories for all source markets requirements and in line with seasonal needs

- Ensure rate competitiveness of the hotel & service portfolio (in line with market rates and set KPI targets) and give corrective measures

- Monitor market trends and product innovation and reflect in product development in close cooperation with the Sales & Destination Management team

- Ensure destination and product knowledge will be transferred to all stakeholders (Sales / Hotels Reservation / Operations)

- Ensure your area offers special / exclusive agreements with key suppliers

- Provide realistic additional revenue targets such preferred partnership agreements, overrides, commissions and rebates

- Ensure all business activities and employees comply with relevant financial, legislative, legal demands and ethical standards of the organisation

- Control and monitor contracting deadlines

**Management (HR / Finance / others)

- Manage and build up a high performing team and regularly hold meetings to ensure a strong office team spirit with open communication and exchange

- Define strong MBO who support the overall company strategy and values

- Ensure staff trainings, development of key talents and mentoring your team

- Reward outstanding performance and hold a fair and balanced salary policy in line with financial budget

- Workload control, vacation planning and assigning accountabilities

- Increase team effectiveness by recruiting, selecting, orientating, training, coaching, counselling and disciplining team members, communicating values, strategies and objectives

- Budgeting and regul