Job Title: Retail Assistant Manager
Department: Retail
Location: Irvine
Reports To: Branch Manager
Why is this role right for you?
If you're an experienced travel professional ready to step up, or already in a leadership role and looking for a fresh challenge, this could be the move you've been waiting for. Stewart Travel is on an exciting journey, and our Irvine store is at the heart of it: we're moving to a bigger, better location, and we need a driven, passionate Assistant Manager to help lead that transition and make it a success.
If you’re already working in a travel store and wondering whether to make a move, this is worth considering. You’d be joining a tight-knit team that knows what it’s doing, with the backing of an independent agency that has the freedom to sell holidays the right way, without the constraints of a tied operator.
You’d also be stepping into a genuine leadership role with real responsibility, not just a title.
About Stewart Travel
Stewart Travel is the retail arm of Brooklyn Travel Group, one of the most respected names in independent travel across Scotland and Northern Ireland. With 11 stores and a genuine passion for exceptional service, we're proud of the experience we deliver to every customer, from their first enquiry right through to their 'Welcome Home' call.
As an independent travel agent, we have the freedom to offer our customers holidays to any destination, with any operator, and we do it with a multi-channel approach that makes booking seamless and flexible. Customer service isn't just something we talk about; it's truly at the heart of everything we do.
The Role
As Assistant Manager for our Irvine store, you'll be a key figure in driving both the team and the business forward. You'll combine your wealth of travel knowledge with genuine leadership ability, supporting the Branch Manager in the day-to-day running of the store while also stepping up during this exciting transition to our new location.
You'll be a role model, someone who leads from the front on customer service, coaches colleagues to be their best, and brings real enthusiasm to hitting targets. You'll be trusted to handle the unexpected, develop the team, and help build something truly special in Irvine.
It’s a role that suits someone who’s comfortable being both a strong individual seller and a steady presence for their colleagues, someone who steps in when things get busy, handles problems without drama, and brings a bit of structure to the team.
What you’ll be doing
Every day will be different, but here's a summary of what you can expect:
·Drawing on your product knowledge, particularly Long Haul and Cruise, to find customers the right holiday for them.
·Handling customer enquiries face to face, by phone and by email, and maintaining the standard of service we’re known for.
·Coaching and supporting colleagues with their bookings and helping newer members of the team find their feet.
·Working with the Branch Manager on strategy for attracting new customers and keeping existing ones coming back.
·Identifying training needs within the team and helping to address them.
·Keeping track of weekly, monthly, quarterly and annual targets and making sure the team stays on course.
·Having regular, honest conversations with the Branch Manager about what’s working, what isn’t, and where the opportunities are.
·Dealing with customer complaints and issues fairly and efficiently, and aiming to resolve things before they need to go further.
·Making sure colleagues follow the right processes and have thought through all the options available to customers.
·Looking for upsell and add-on opportunities that genuinely improve the customer’s trip.
·Taking payments accurately and securely in line with our procedures.
·Keeping an eye out for new business opportunities and bringing ideas to the table.
·Taking ownership of your own sales targets while contributing to what the team is trying to achieve.
What we’re looking for
·At least five years’ experience in a travel sales role, ideally with an independent travel agent.
·Strong knowledge of travel products, Tour Operators, Airlines, Long Haul and Cruise in particular.
·Some supervisory or management experience in a retail setting.
·Clear, confident communication, written and verbal.
·The ability to work well under pressure in a busy, sales-focused environment.
·Good at juggling priorities and keeping on top of multiple things at once.
·A genuine commitment to looking after customers properly.
·Happy working independently but also as part of a small team, and flexible enough to support other branches when needed.
Interested? We’d like to hear from you.
Join us as we move into a new chapter for the Irvine store.
Brooklyn Travel Group is one of the UK's fastest-growing travel companies, bringing together a family of award-winning specialist travel brands under one umbrella. Since our formation in 2018, we've built a reputation for delivering exceptional holidays through world-class service and a commitment to quality at value-for-money prices. Our diverse portfolio includes some of the most respected names in specialist travel, from Stewart Travel - our flagship Scottish agency chain crowned UK's Best High Street Travel Agency for three consecutive years - to luxury specialists like Villa Select and Destinology, alongside cruise experts CruiseKings and Scotland's Cruise Centre, golf holiday specialists GolfKings, USA and Canada travel experts North American Travel Service and My Canada Trips, Canterbury Travel (the UK's leading Lapland holiday provider) and flights specialists Faremine. With over 120,000 passengers traveling with our brands annually, Brooklyn Travel Group offers an exciting opportunity to be part of a dynamic, growing organization that's making a real impact in the travel industry through specialist expertise and award-winning service excellence.
