Global Touring Operations Coordinator

4 weeks ago

London, Greater London, United Kingdom Topdeck Full time

Job Summary:

The Crew Liaison plays a crucial role in ensuring the successful delivery of Global Touring's vision of providing exceptional customer experiences. Reporting to the Operations Manager, this role is responsible for 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 any new systems and procedures to ensure operations efficiency and on-road delivery.
  • Responsible for all areas of trip/tour preparation, ensuring everything is complete for the start of the operating season.
  • Give input and assist with all general crew communications throughout the season.
  • Assist the Customer Relations team with responses or investigations regarding any potential customer complaints.
  • Produce and maintain trip/tour manuals, detailing operational objectives in each trip/tour alongside product master itineraries.
  • Ensure the Crew SharePoint site is updated and maintained across the season.
  • Be part of the Operations Team in the management of all incident and trip/tour reports.
  • 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 crew recruitment and training trip processes.
  • Assist with ensuring the Product Team are made aware of any on-tour issues with suppliers.
  • Assist with the process to ensure 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.
  • Ownership of crew profile creation and crew assignment into Travel Studio.

Requirements:

  • A curious and solutions-oriented approach to achieve efficiencies and improvements within GT Operations.
  • 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.

Behaviours:

  • Destination knowledge: geographical, cultural, and historical knowledge of the destinations Global Touring travels.
  • Leadership and communication: excellent written and verbal communication skills and an ability to inspire and motivate teams and remote workers.
  • 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.

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.
  • 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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