Tour Operations Coordinator
4 weeks ago
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 our 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 support crew operations.
- 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 informed of any on-tour issues with suppliers and assist in resolving them.
- Assist with ensuring all crew members are fully contracted before the start of the operating season.
- Responsible for crew logistics if a crew member tests positive for COVID-19 pre-tour or on-tour, including reallocation of replacement crew, transportation, and trip paperwork.
- Own crew profile creation and assignment into Travel Studio, ensuring all information is up-to-date before trip departure.
- Contribute to general operations to ensure successful trip/tour delivery.
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