| Position | Destination Services Lead - Folkestone Hybrid |
| Posted | 24 Jul 2026 |
| Expired | 23 Aug 2026 |
| Company | Saga |
| Location | Folkestone | GB |
| Job Type | Full Time |
Latest job information from Saga for the position of Destination Services Lead - Folkestone Hybrid. If the Destination Services Lead - Folkestone Hybrid vacancy in Folkestone matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.
Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Saga for the position of Destination Services Lead - Folkestone Hybrid below matches your qualifications.
Destination Services Lead
35,000 - 40,000 per annum, dependent on experience
Folkestone or Crawley Hybrid (at least 3 days a week)
At Saga Travel, we're passionate about creating exceptional travel experiences for people over 50. As our Destination Services Lead, you'll play a key role in making that happen by leading the team that supports our Tour Managers and Hosts, ensuring they have everything they need to deliver exceptional service across our collection of escorted tours, resort stays, and worldwide destinations.
You will act as the link between our Head Office and overseas teams, driving high standards, championing continuous improvement, and using guest insight to shape every stage of the holiday experience. Whether our customers are exploring the cultural highlights of Europe, discovering long-haul destinations, or enjoying one of our carefully curated touring holidays, you'll help ensure every journey reflects the personalised service and care the Saga brand is known for.
This is a varied and rewarding leadership role where you'll combine people leadership with operational excellence, supporting teams across our destinations, improving performance, and helping launch new holidays and experiences. If you're passionate about developing people, enhancing the customer journey, and creating unforgettable holidays for our guests around the world, we'd love to hear from you.
This requires you to be working from our either our Folkestone or Crawley office a minimum of 3 times a week. There will also be an expectation to travel overseas to resorts based on seasonal demand and operational needs.
As our new Destination Services Lead you will be responsible for leading, developing and inspiring the Destination Services Team, ensuring they effectively support Hosts and Tour Managers.
Other accountabilities will include:
Deputise for the Destination Services Manager when required
Provide coaching, feedback and structured development to drive performance and capability
Alongside Duty Office, act as the escalation point for complex operational or people challenges
Ensuring a consistently high-quality, personalised guest experience across all holidays
Working with the Quality team to analyse guest feedback, reviews, and NPS, identifying trends and driving improvements
Sponsoring initiatives to enhance the end-to-end holiday experience
Overseeing the end-to-end recruitment and selection process, ensuring the most effective sourcing and hiring strategies are applied.
Designing, reviewing, and delivering comprehensive training programmes for both new and existing hosts and tour managers to ensure consistent service excellence.
Overseeing the smooth delivery of all in-destination operations
Ensuring adherence to company standards, processes, and health & safety requirements
Working cross-functionally to resolve issues and operational challenges impacting the guest experience
Leading resource planning activities with a holistic approach, evaluating current structures and implementing improvements to enhance key guest experience touchpoints
Ensuring full compliance with overseas employment legislation, seeking guidance where required to maintain best practice and risk mitigation.
Analysing performance metrics (guest feedback, KPIs, cost, service levels) to drive improvements
Identifying opportunities to enhance efficiency while maintaining high service standards, supporting the Destination Servies Manager to implement improvements to enhance both efficiency and quality
Championing the effective use of technology within resort operations, supporting the implementation of new systems and digital solutions to enhance efficiency and guest experience.
Building strong relationships with UK-based teams including Product, Operations, Quality and Customer Experience
Developing effective partnerships with local suppliers and partners
Planning and executing annual events for hosts and tour managers to enhance engagement
Being responsible for creating regular engagement opportunities with both communities
As our Destinations Services Lead, you will have proven leadership experience within travel, tourism or hospitality, with the ability to lead and develop both UK-based and overseas teams
Due to the global nature of our stays and tours you will with flexibility to travel regularly.
You will also need to demonstrate the following skills and experience:
Strong people management capability, including coaching, performance management, and driving measurable improvements
Passion for delivering exceptional customer experiences, with a track record of achieving high guest satisfaction and quality scores
Confident and resilient decision-maker, able to manage operational environments and resolve issues effectively under pressure
Strong stakeholder management and communication skills, with the ability to influence, align and build trusted partnerships
Commercial awareness, balancing customer experience with operational efficiency and business performance
Target-driven and accountable, with a focus on delivering against KPIs and business objectives
Analytical mindset, using data and insights (e.g. feedback, MI, KPIs) to drive continuous improvement
Highly organised with strong attention to detail, able to manage competing priorities in a fast-paced environment
Proactive and forward-thinking, identifying opportunities to improve ways of working and enhance the guest experience
After reading and understanding the criteria and minimum qualification requirements explained in the job information Destination Services Lead - Folkestone Hybrid at the office Folkestone above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.Job Info:
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