Global Touring Operations Coordinator

4 weeks ago

London, Greater London, United Kingdom Topdeck Full time

Job Summary:

The Crew Liaison is a crucial role in assisting with the delivery of the Global Touring vision of providing the best experience for every customer. Reporting to the Operations Manager, this position plays a key part in leading the remote working crew to achieve operational excellence.

Key Responsibilities:

  • Assist with the execution of brand strategies within tour operations.
  • Be part of the Operations Team, promoting a company culture that ensures a high standard of delivery of global product, brand engagement, and high morale.
  • Assist with the roll-out of new systems and procedures to ensure operations efficiency and on-road delivery.
  • Responsible for all areas of trip/tour preparation, including crew uniform orders, trip/tour administration, and ensuring returning crew are up-to-date with any changes.
  • Give input and assist with general crew communications throughout the season, including developing an improved plan and calendar to keep crew engaged.
  • Assist the Customer Relations team with responses or investigations regarding potential customer complaints.
  • Produce and maintain trip/tour manuals with the Operations Team, detailing operational objectives and product master itineraries.
  • Ensure the Crew SharePoint site is updated and maintained across the season to allow crew to operate trips and tours successfully.
  • Be part of the Operations Team in managing incident and trip/tour reports, ensuring they are tracked and actioned as necessary.
  • Participate in crisis management if a crisis arises.
  • Take part in the on-call rota, holding the emergency telephone as required.
  • Assist with crew recruitment and training trip processes.
  • Ensure the Product Team is aware of any on-tour issues with suppliers immediately and assist in remediating the issues.
  • Assist with ensuring 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-19 pre-tour or on-tour.
  • Ownership of crew profile creation and assignment into Travel Studio, ensuring all information is up-to-date prior to trip departure.

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.
  • 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 single-use plastic, and promoting the use of reusable items such as Tupperware and water bottles in our offices.
  • A commitment to utilising locally owned businesses where possible and improving 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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