Riviera Travel
Head of On Holiday Delivery
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The Role
At Riviera Travel, our holidays are moments guests look forward to, remember fondly and want to experience again. The Head of On Holiday Delivery leads the teams who bring that promise to life, ensuring every escorted tour, river cruise and holiday feels seamless, thoughtful and unmistakably Riviera.
This senior leader will live the Riviera brand, set high standards and combine care, pace and commercial judgement so our people, partners and ways of working create holidays that feel special, personal and worth returning for.
Key Responsibilities
Leadership, Team & Stakeholder Development
- Lead, inspire and develop the On Holiday Delivery team so they feel confident, empowered and proud to deliver Riviera’s care, quality and brand promise.
- Build a culture of ownership, collaboration and improvement, where teams and partners make every guest journey feel seamless and special.
- Strengthen relationships across Product, Commercial, Aviation, Guest Experience, Technology, Finance and destination teams, balancing guest care, brand standards and commercial judgement.
On Holiday Delivery & Guest Experience
- Lead Riviera’s holiday programmes so every departure feels seamless, reassuring and true to the guest promise.
- Work with key stakeholders around the business to bring each itinerary to life in a thoughtful, well-supported and Riviera way.
- Use guest feedback, service insight and risk planning to protect holidays, anticipate issues and improve future departures.
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Disruption Management
- Lead calmly when plans change, making quick, guest-first decisions that protect the holiday and give teams clear direction.
- Ensure contingency, out-of-hours and crisis plans help guests feel supported during supplier, transport or unexpected disruption.
- Capture lessons from disruption and recovery, turning them into practical improvements for future holidays.
Continuous Improvement & Transformation
- Simplify how Riviera delivers holidays, using clearer ways of working and thoughtful automation to make life easier for teams and better for guests.
- Use feedback, team insight and data to make holidays smoother, more personal and more consistently aligned to the brand promise.
- Champion positive change with Regional Managers, Product and Technology, turning opportunities into practical improvements for future departures.
Governance, Risk & Compliance
- Protect the guest experience by ensuring each departure is delivered safely, responsibly and in line with regulation, company standards and Riviera’s brand promise.
- Maintain clear controls, documentation and assurance so teams and partners can make confident, guest-focused decisions.
- Anticipate and manage risk with practical plans that safeguard guests, colleagues, suppliers and Riviera’s reputation.
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What You'll Bring
Essential Experience
- Leadership experience in travel, hospitality or another customer-focused environment where guest experience, brand promise and holiday moments matter.
- Proven ability to lead teams through managers, creating a culture of care, consistency, pace and ownership.
- Strong judgement across guest experience, stakeholder relationships, commercial decisions and service recovery.
Desirable Experience
- Experience in travel, cruise, tour operating or hospitality, with an understanding of what makes a holiday seamless, special and true to the brand.
- Experience working with destination partners, international suppliers or transport providers across different locations and itineraries.
- Knowledge of travel requirements, guest safety, service recovery and technology that improves the holiday experience.
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