Tour Leader Manager

2 weeks ago

London, United Kingdom Travelopia Full time

Our mission is simple, to Improve life through travel. Exodus Travels is one of the world’s leading adventure travel companies delivering extraordinary travelling experiences across more than 90 countries worldwide.
Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been crafting amazing travel experiences for years.
The goal of this team is to deliver the best customer on-trip experience on these self-operated trips - and you will help deliver this through choice and management of inspirational tour leaders, across Italy, France, Spain and a small selection of other European destinations.
We are looking for someone with strong leadership skills and someone passionate about the travel industry. You will oversee on-tour leader performance by analysing feedback from customers and tour leaders by departure, and action any feedback to drive positive change.
Be responsible for and log legal requirements including travel insurance renewal, first aid certification, passport and visa requirements, and check guide certifications and qualifications
Understanding of local/national/EU work legislation applicable to Exodus tours regarding leader qualification requirements
Negotiate Leader daily rates and mitigate travel costs in line with agreed budgets and guidelines
Maintain regular and positive communication with Tour Leaders, providing support and training either in-person or virtually
Manage work under pressure when last minute rescheduling of leaders if needed throughout the season due to capacity changes or emergency situations, working in collaboration with local guide agencies as needed
Keep leader management processes updated and efficient to optimize workload and teamwork
Participate in the Leader of the Year Awards and manage content of webpages related to leaders (Expert leaders, Leader Awards, Hall of Fame)
Training and People Management:
Provide Leaders with full training regarding our expectations on our tours in terms of health and safety requirements, on-tour logistics and organization, booking monitoring, post-tour reporting and expenses systems, to help set leader expectations
Support and share documentation such as Leader Handbook and other online training documents in coordination with Product Managers, Operational Quality team and other relevant depts
Assist Customer Services and Customer Operations team with any complaints and feedback
Accounts support on payments and invoicing relevant to role
Support Leader Travel process for pre/post tour dates
Manage vehicle-related tasks/admin in collaboration with fleet manager: vehicle storage & maintenance, legal requirements, leader training, and any related paperwork
Provide leaders with the correct branded collateral and branded clothing, ensuring this is worn and used consistently on trip.
A motivated and inspiring individual to help deliver outstanding experiences to our customers and profit to the business
~ Experience of Leader Management in a travel or tour operator business
~ Good written English, second language of Italian beneficial but not essential
~ An understanding or experience in outdoor or adventurous activities such as trekking, walking or cycling
~1 – 2 days a week in the Surbiton office.

Our Commitment to Equity, Diversity & Inclusion
We are committing to implement meaningful change within our culture by increasing awareness of and counteracting unconscious bias, eradicating systemic barriers, embracing diversity, and engaging all employees in the process.
Exodus Adventure Travels has always been passionate about making a positive impact on the people we meet, places we visit and the planet we explore. With all of our adventures, we engage and support the people of local communities and the nature that surrounds them.
This global stamp of approval recognises Exodus Adventure Travels as a purpose-driven company dedicated to continuous improvement and becoming ‘even better’ in terms of our social and environmental impact, using travel as a force for good.
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