Operations Team Leader | Guanacaste | Costa Rica

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.

This is a locally employed position. You must have the right to live and work in Costa Rica before applying.

ABOUT OUR OFFER

• A job at TUI offers an attractive compensation package.
• We pay you for all training days completed plus free access to our TUI Learning Hub, TUI Skills Academy & language lessons.
• Get involved with charity and sustainability initiatives like the TUI Care Foundation and complimentary access to our dedicated WeCare Team & 24/7 Wellbeing Hub.
• We offer seasonal or permanent contracts, but either way you can level up your career with growth opportunities tailored to your unique skills and expertise.

ABOUT YOU

• 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).

ABOUT THE JOB

• 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.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.