Tour Operations Coordinator

3 weeks ago

London, Greater London, United Kingdom Topdeck Full time
Job Title: Crew Liaison

Job Summary:

We are seeking a highly organized and detail-oriented Crew Liaison to join our team at Global Touring. As a key member of our Operations Team, you will be responsible for ensuring the smooth delivery of our tours and providing exceptional customer service.

Key Responsibilities:

  • Assist with the execution of brand strategies within tour operations
  • Be part of the Operations Team, in promoting a company culture that ensures a high standard of delivery of global product, brand engagement and high morale
  • As part of the Operations Team, assist with the roll out of any new systems and procedures, to ensure operations efficiency and on road delivery
  • Responsible for all areas of trip/tour preparation to ensure that everything is complete for the start of the operating season, which includes (but not limited to), crew uniform orders, trip/tour administration such as crew resources and trip notes, and ensuring returning crew are completely up to date with any changes
  • Give input and assist with all general crew communications throughout the season – including the development of an improved plan and calendar to ensure crew feel that they are kept up to date and engaged
  • Assist the Customer Relations team with responses or investigations regarding any potential customer complaints
  • Produce and maintain trip/tour manuals along with the Operations Team which details operational objectives in each trip/tour alongside product's master itineraries
  • Ensuring that the Crew SharePoint site is updated and maintained across the season to allow crew to successfully operate trips & tours
  • Be part of the Operations Team in the management of all incident and trip/tour reports to ensure that these are tracked and actioned as necessary
  • Be part of the crisis management team if a crisis arises
  • Take part in the on-call rota holding the emergency telephone as required
  • Assist with the crew recruitment and training trip processes
  • Assist with ensuring that the Product Team are made aware of any on tour issues with suppliers immediately and assist to remedy the issues
  • Assist with the process to ensure that all crew members are fully contracted in time for the start of the operating season
  • Responsible for crew logistics if required, due to a crew member testing positive for covid pre tour or on tour. Crew logistics include, but not limited to, assisting with the reallocation of replacement crew, crew transportation & logistics where required, trip & tour paperwork updated and uploaded onto SharePoint site.
  • Ownership of crew profile creation and crew assignment into Travel Studio, in a timely manner to ensure all information is up to date prior to trip departure
  • And of course – all general operations to ensure that all trips/tours are operated successfully

Requirements:

  • A curious and solutions-oriented approach to achieve efficiencies and improvements within GT Operations
  • Ensure GT achieves operational excellence
  • Excellent relationship management skills
  • Experience in Crisis Management, with on ground crew experience preferred
  • Proven operational skills
  • 2+ years' experience in travel, tour leading and/or operations
  • Ability to make sound decisions in line with company policies and act with integrity at all times
  • Clear communication to ensure all Crew have a clear understanding of our culture and values

Behaviours:

  • Destination knowledge: geographical, cultural and historical knowledge of the destinations Global Touring travels – extensive travel experience is a must.
  • Leadership and communication: excellent written and verbal communication skills and an ability to inspire and motivate teams and remote workers, set clear expectations and KPIs and hold yourself and others accountable.
  • HR and people development: knowledge of HR best practice and the ability and desire to coach and develop skills in others.
  • Customer focus: a drive for exceptional customer satisfaction, always putting the customer at the heart of all decisions.
  • Efficient: a strong head for planning and project management with an understanding of financial management and the ability to be adaptable, on time and look outside the box.
  • Work under pressure and resilience: an ability to manage several priorities at once, conflict management skills, business negotiation and crisis management experience.
  • And of course...a passion for all things travel related

Other Role Expectations:

  • There is a requirement to answer phone calls out of hours on rotational coverage of Operations phone
  • Due to peak tourism periods, some restriction of annual leave is in place from May to August.

Responsible and Sustainable Responsibilities:

  • A commitment to improving recycling processes, stopping the use of all single-use plastic and promoting the use of reusable items such as Tupperware and water bottles in our offices
  • A commitment to utilise locally owned businesses where possible, and to improve the economic impact of the communities visited by Global Touring customers
  • A commitment to utilising suppliers who support and adhere to Global Touring's wildlife policy
  • A commitment to protect our company culture of openness to all people regardless of gender, race, age, religion, etc...

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